Meet the Unsung Heroes of Headset: The Live Chat Support Team That’s Changing the Game

In the fast-paced world of cannabis retail and data analytics, getting timely, accurate support can be the difference between a lost opportunity and a major breakthrough. That’s why it’s time to shine a spotlight on two of Headset’s most essential—and often unsung—heroes: Emily Walden and Tranace Owens, the incredible duo behind Headset’s Support Team.

While most tech platforms rely on clunky ticketing systems or automated bots, Headset is different. Emily and Tranace are the support team, and they’re here not just to troubleshoot, but to truly empower our clients with confidence, clarity, and connection.

What Makes Headset Support So Different?

Let’s start with this:
Average response time: under 30 seconds.

That’s not a typo—and it’s not just chat. Whether you submit a support ticket or hop into the live chat within the platform, you’re connected to someone who actually knows the product, the cannabis space, and the urgency of your needs.

Emily and Tranace are the real deal: deeply knowledgeable,ridiculously responsive, and driven by a shared commitment to making sure clients feel supported every step of the way.

Built for Cannabis. Backed by Experience.

Before Headset Emily led chat support at Lowe’s Canada, giving her a solid foundation in managing high-volume digital communication andtech-based customer needs. She also spent a decade in customer service for financial services—learning how to handle urgency, deescalate tough situations,and build trust fast.

Tranace shares a nearly identical background, and the synergy between them is unmatched. In fact, the two have known each other since middle school and now operate Headset’s support function as a seamless, powerhouse duo.

They aren’t just colleagues—they’re a team, supporting one another just as much as they support our clients.

More Than Just Chat

Let’s be clear: Emily and Tranace don’t just “man the livechat.”
They are Headset’s entire frontline support operation, handling:

• All live chat inquiries
• Every inbound email and support ticket
• Daily monitoring and connection of Bridge and retailer systems
• Liaison work between clients and our engineering and data teams
• Rapid bug identification and follow-up
• Proactive follow-ups and client education

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They do it all—with kindness, speed, and an uncanny ability to think one step ahead of every customer need.

“Someone might ask about slow-moving products,” Emily explains. “But I try to get underneath that. Are you looking at units or revenue? Is it a category or brand issue? Then I help them figure that out—and maybe even anticipate the next question before it’s asked.”

Human Help in a World Full of Bots

In an era of AI overload, Emily and Tranace are committed to keeping human support front and center. While Headset explores future integrations with AI to handle simpler queries, they believe there will always be a need—and desire—for real people who know the product inside and out.

“We’re not just answering questions—we’re building confidence in the platform and in our clients’ ability to use it well,” says Emily.

Looking Ahead

As Headset continues to grow, the goal is to expand the support team and broaden hours of operation, especially for East Coast clients.But what won’t change is the commitment to providing exceptional, personalized support that puts people first.

“Once someone uses our support once, the value becomes instantly clear,” Emily adds. “We just need to help more people know we’re here.”

If you’re a Headset user and haven’t yet reached out to Emily and Tranace—you’re missing out on one of the biggest advantages of theplatform.

Because at Headset, the data is powerful—but the people behind it are what truly set us apart.

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