Digital Support Manager
Remote
TerrAscend – Information Technology /
Remote
At TerrAscend, we don’t just grow cannabis — we grow possibility. Whether it's cultivating top-tier flower, supporting patients with trusted therapies, or crafting premium products for adult use, we’re here to elevate lives. As a trailblazer in the cannabis industry, our roots run deep and our sights are set high. If you're ready to shape the future of cannabis with a team that believes in quality, care, and community — let’s grow together.
The Digital Support Manager manages a team of Digital and E-Commerce support specialists, ensuring top-notch support for our digital products and services.
Management and Oversight
- Lead and supervise a team of support specialists responsible for handling level 1 and level 2 support tickets.
- Provide guidance and support to ensure the timely resolution of customer inquiries and issues.
- Monitor team performance metrics and implement strategies to optimize support processes.
- Compile bi-weekly (every other week) reports to IT Leadership on the performance of the team and progress on initiatives under management.
Coordination of Escalations:
- Act as the primary point of contact for escalations from level 1 and level 2 support teams.
- Coordinate with cross-functional teams to resolve complex issues and escalate to level 3 support when required.
- Ensure prompt communication and updates to internal customers and stakeholders regarding escalated issues.
- Act as the primary point of contact for escalations from level 1 and level 2 support teams.
- Coordinate with cross-functional teams to resolve complex issues and escalate to level 3 support when required.
- Ensure prompt communication and updates to internal customers and stakeholders regarding escalated issues.
Establishment and Maintenance of Enterprise Support Model:
- Develop and implement an enterprise Digital IT support model to streamline processes and enhance customer satisfaction.
- Collaborate with stakeholders to identify support requirements and establish service level agreements (SLAs).
- Continuously evaluate and refine the support model to meet evolving business needs.
Learning Material Development and Training
- Oversee the development of learning materials and training courses for Digital IT products and deliverables.
- Collaborate with subject matter experts to create comprehensive training materials.
- Conduct training sessions to ensure support team members are equipped with the necessary skills and knowledge.
Mentorship and Team Development:
- Provide mentorship and guidance to direct reports to foster their professional growth.
- Conduct regular performance evaluations and provide constructive feedback.
- Identify opportunities for skills enhancement and career advancement.
Experience and Requirements
- Proven experience in a leadership role managing a support team, preferably in a digital or e-commerce environment.
- 3+ years of experience in e-commerce support and escalation management
- Excellent communication and interpersonal skills.
- Ability to analyze complex issues and drive process improvements.
- Experience in training and development.
$75,000 - $85,000 a year
Perks Rolled Just for You (for Benefits-Eligible Roles)
- Comprehensive Health Coverage – Medical, dental, vision, and prescription plans available for employees and their dependents.
- Mental Health & Wellness Support – Access to the AI-powered Sabender platform, confidential counseling and life coaching through PAS, nutrition coaching, and discounts at Husk Fitness.
- Flexible Paid Time Off (PTO) – Generous PTO to support work–life balance (availability may vary by state—ask your recruiter for details).
- Employee Assistance Program (EAP) – Free, confidential support for mental health, financial planning, legal matters, and more.
- Paid Parental Leave – Dedicated time to rest, recharge, and care for your growing family.
- 401(k) with Company Match – Save for the future with a 4% company match and immediate vesting.
- Pet Insurance – Affordable coverage options to keep your pets healthy.
- Employee Discounts – Exclusive savings at any of TerrAscend’s 39+ dispensary locations.
- Recognition Program – Earn points through peer-to-peer recognition and redeem for Amazon rewards or gift cards.
- Disability & Life Insurance – Company-paid protection for life’s unexpected moments.
*** Background Check Requirement ***
As a condition of employment, a complete background investigation will be conducted based on the rules of the specific State in which the employee is hired. Typically, the state investigative process includes a state and federal background check.
EEO Statement
At TerrAscend, employees and applicants are evaluated based on their qualifications, skills, and ability to perform the duties and responsibilities of the position. TerrAscend is committed to assuring equal employment opportunities to all employees and applicants.
TerrAscend is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination based on race, color, religion, creed, gender, pregnancy or related medical conditions, age, national origin or ancestry, physical or mental disability, genetic information, sexual orientation, to include gay, lesbian, bisexual, transgender and gender identity, or any other consideration protected by federal, state or local laws. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and coworkers.
Disclaimer
This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice. The list of job responsibilities, skills, duties, requirements, and the like is not exhaustive, rather it is illustrative of the current essential functions required for the position.
This organization participates in E-Verify.
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. E-Verify Works for Everyone For more information on E-Verify, or if you believe that your employer has violated its E-Verify responsibilities, please contact DHS.
Esta Organización Participa en E-Verify.
Este empleador participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE.UU.. Si E-Verify no puede confirmar que usted está autorizado para trabajar, este empleador está requerido a darle instrucciones por escrito y una oportunidad de contactar al Departamento de Seguridad Nacional (DHS) o a la Administración del Seguro Social (SSA) para que pueda empezar a resolver el problema antes de que el empleador pueda tomar cualquier acción en su contra, incluyendo la terminación de su empleo. Los empleadores sólo pueden utilizar E-Verify una vez que usted haya aceptado una oferta de trabajo y completado el Formulario I-9. Para más información sobre E-Verify, o si usted cree que su empleador ha violado sus responsabilidades de E-Verify, por favor contacte a DHS.
Statement on External Recruiting Agencies
TerrAscend and all affiliates do not accept blind resume submissions from external recruiting agencies. No fee will be paid to agencies who submit candidates without being under contract for an active search with TerrAscend. .
