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 SOPs while partnering with the CX Manager on reporting and process improvements to enhance the overall retailer experience. 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 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 or 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! 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+. #J-18808-Ljbffr