Direct-to-Retail Support Associate

The Task At-Hand

Willie's Remedy+ retailers count on us after the order is placed - this role is how we show up for them.

As the JuneShine Brands Direct-to-Retail Support Associate, you will manage inbound support tickets from licensed retail partners through our CRM platform, serving as a primary contact for retailer inquiries related to orders, products, and account support for Willie's Remedy+. In this role, you will collaborate with internal teams including sales, operations, and fulfillment to resolve issues efficiently while tracking support trends as the D2R channel grows. You will also help develop FAQs, canned responses, and SOP's while partnering with the CX Manager on reporting and process improvements to enhance the overall retailer experience.

This one's for the problem-solver who's energized by a full queue and takes pride in getting every retailer to a resolution.

[This role will only be posted until Friday, July 10th to ensure every application receives a thorough and timely review. We encourage you to apply early!]

Who You Are

• Natural communicator who thrives in a fast-paced, remote environment
• Passionate about helping people and able to stay calm under pressure while juggling multiple conversations and tasks
• Tech-savvy and highly organized
• Motivated by being part of a mission-driven team making a positive impact in the health and wellness space
• Energized by winning back frustrated customers and turning negative experiences into positive ones
• Please note, this is a part-time role (15-25 hours per week, Monday-Friday).

What You'll Do

• Handle inbound (Direct-to-Retail) D2R support tickets from licensed retail partners via our CRM
• Serve as the primary contact for retailer inquiries related to orders, products, fulfillment, and account support on behalf of Willie's Remedy+
• Coordinate with internal teams (sales, ops, fulfillment) to resolve retailer issues
• Manage all D2R operational issues within Shopify and Stord, including damages, missing items, fulfillment discrepancies, and replacement requests, ensuring timely resolution and proper documentation
• Help build out FAQs, canned responses, and SOPs for the D2R function
• Support the CX Manager with reporting and process improvement as the channel grows

Must Haves

• Must be 21 years of age or older at the time of application
• Available to work 15-25 hours per week distributed daily Monday-Friday
• Minimum 2 years of customer service experience in a digital or remote support environment (CRM, ticketing, or ecommerce preferred)
• Prior experience working remotely/from home preferred
• Excellent verbal and written communication skills
• Experience with Shopify and/or a CRM platform (Richpanel or Zendesk and Shopify)
• Proficient with use of technology, systems, and software
• Able to stay focused and efficient during multiple-hour shifts
• Highly organized and strong ability to multitask
• Desire to work in a fast-paced, growing company
• Must be authorized to work in the US - visa sponsorship is not available for this role

Compensation, Perks + Benefits

Compensation:

• $27.00 - $30.00 per hour
• The final offer will be based on several factors, including experience, skills, location and overall expertise

Perks + Benefits:

• Paid sick leave in accordance with state and local laws
• 401(k) with up to 4% company match, free financial coaching, student loan match support, and 529 education savings accounts
• Product and soft goods discounts & perks
• And so much more!

Who We Are

Our Company

JuneShine Brands was built by people who believe you shouldn't have to choose between living well and working hard. Our founders met through a shared love of surfing, the outdoors, and chasing experiences worth having. That spirit still runs through everything we do.

We are a company with a purpose beyond profit. Every brand we build exists for a reason. We believe the next generation of consumers will choose brands that reflect their values, and we intend to build exactly those brands.

We hire exceptional people and get out of their way. Flexible hours, no micromanagement, and trust as the default we take cues from Yvon Chouinard's Let My People Go Surfing, a book we give every new hire on day one. What we ask in return is simple: own your work, deliver with excellence, and never let flexibility come at someone else's expense.

We value people who are hungry and humble, who take ownership without being asked, who move fast without cutting corners, and who make everyone around them better. If that sounds like you, we'd love to meet you.

JuneShine Brands is a purpose-driven organization composed of a diverse and dynamic group of individuals with varied backgrounds, passions, and beliefs. We are committed to fostering an inclusive environment where everyone's unique perspectives are valued. We seek to hire self-motivated, independent thinkers, who embrace challenging the status quo. Join us at JuneShine Brands where you're encouraged to bring your authentic self to your craft every day. As a proud equal opportunity employer, we are dedicated to ensuring fairness and equity in our hiring practices.

You must reside in the United States to be considered for this position.

This role supports multiple beverage brands within the JuneShine Brands portfolio, including alcohol and hemp-derived THC beverages.

All Juneshine Brands products are intended for adults 21+.