Customer & Community Experience Specialist

Customer & Community Experience Specialist

Location: Remote

Reports to: VP of Marketing

Level: Entry

Type: Full-time

Cantrip makes inspired drinks where vice meets wellness. We’re a fast-growing, irreverent, and creative beverage company on a mission to make social cannabis fun, approachable, and full of flavor.

As we grow, we’re looking for someone who will own the voice of Cantrip in the places that matter most: our inboxes, our comments, and our communities.

This is an entry-level role with meaningful ownership. You will be the front line of the Cantrip experience — managing customer support, responding to social comments, and helping shape and grow our community spaces.

The role blends customer service, community management, brand voice execution, process improvement, and insight gathering. You’ll be the person customers interact with when they have a question, a problem, or a strong opinion. That means your tone, judgment, and clarity matter.

If something keeps confusing customers, you’ll spot the pattern and flag it. If conversations in the comments need direction, you’ll guide them. If our VIP community needs more energy, you’ll help spark it. This role is about protecting and elevating the Cantrip experience wherever our customers show up.

Beyond day-to-day responses, this role is responsible for identifying patterns, improving support systems, and reducing friction over time. You will help build and refine our FAQ documentation, macros, and internal processes so that as Cantrip grows, our customer experience scales with it.

• Own daily DTC support through Zendesk — respond to all customer inquiries with speed, clarity, and brand-aligned voice
• Identify recurring issues and surface opportunities to improve systems, messaging, and customer flows
• Build and maintain support documentation, FAQs, and response macros to improve efficiency and reduce repeat tickets
• Ensure every customer feels heard, respected, and taken care of

• Manage and respond to paid social comments and platform inboxes (Meta, Instagram, Tik Tok), addressing questions, complaints, and feedback with professionalism and personality
• Maintain a positive, compliant, and on-brand presence across all public-facing conversations
• Escalate compliance-sensitive questions appropriately while ensuring customers feel supported

• Help grow and moderate Cantrip’s VIP Facebook Group, Discord, and other digital community spaces fostering meaningful participation
• Propose and execute lightweight engagement initiatives (polls, prompts, early access drops, etc.)
• Surface insights from community conversations to inform marketing, product, and operations
• Collaborate with marketing to turn community feedback into content ideas, testimonials, and advocacy moments

• Maintain internal documentation of policies, responses, and workflows
• Improve response times and reduce repeat tickets through process refinement
• Partner cross-functionally to ensure customer-facing messaging is consistent across channels

• Bachelor’s degree in marketing, communications, digital marketing, or related discipline
• A great attitude and even better sense of humor
• Strong analytical skills, with proficiency in Excel/Google Sheets and marketing dashboards.
• Experience in CPG, cannabis, or beverage categories a plus.
• This is an entry level role! We’re looking for someone who is excited about the world of beverages where vice meets wellness.

• A curious, data-driven marketer who thrives on testing, learning, and optimizing
• A self-starter who does not need constant checking in to ensure that they are performing in a remote work environment
• A GREAT sense of humor
• A talent for pith and brevity in writing – writing samples encouraged!
• A creative thinker with a knack for writing compelling, brand-aligned copy that converts.
• A collaborator who enjoys working cross-functionally with sales, creative, and leadership teams.
• Someone who notices patterns and proactively improves systems, not just answers what’s in front of them.