Support Manager

Position Overview VTM Vending is a hardware and software provider in the unattended retail space. We build, deploy, and support automated retail solutions for operators selling age restricted and convenience products without staffed checkout. Unattended retail is moving fast, and VTM is one of the brands shaping where it goes next. We are hiring a Support Manager to lead and scale our customer support function. This role owns two streams under one roof: B2B operator support (hardware, software, dashboard, and payment or SaaS billing) and B2C ecommerce support (vapetm.com Shopify orders, returns, and product questions). You will inherit four dedicated staff and three BPO agents, and you will grow the team to meet an expanding fleet, product line, and market. This is a hands-on builder role. You set the standard, build the playbooks, define the metrics, and rebuild what is not working. Key Responsibilities B2B operator support across hardware, software, dashboard, and payment or SaaS billing issues, with clean triage into engineering for true technical escalations. B2C ecommerce support for vapetm.com, including orders, returns, refunds, shipping exceptions, and product questions. Direct management of on-site staff and remote BPO agents. Hiring, onboarding, training, QA, performance management, and coverage planning. AI and automation as a core deliverable. Driving AI assisted replies, automated triage, intent classification, smart routing, and self-serve deflection so leverage per agent keeps rising. Fluency in our customer facing stack, including Intercom, Shopify, HubSpot, and Slack. Weekly reporting on the metrics that matter, including first response time, resolution time, CSAT, escalation rate, deflection and automation rate, and ticket volume by category. Pattern recognition in ticket data, feeding root causes back to engineering, operations, and product so problems are fixed at the source. Qualifications You have led support teams across hardware, software, and ideally ecommerce. You have managed both on-site staff and remote BPO partners. You are energized by using AI to reshape how a modern support team operates. The way you work matches our values: • Clear Communication. You raise issues early, share information proactively, and do not soften bad news. • Respect. You treat every operator, consumer, vendor, and teammate fairly and professionally, every time. • Own the Outcome. You are accountable for the result, not the actiivity. You see issues through to resolution. • Company First. You make decisions based on what is right for VTM, even when it is harder or less comfortable. • Relentless Curiosity. You ask why. You challenge assumptions. You never settle for how it has always been done. What Experience Required Experience • Proven support leadership across at least two of the three: hardware, software or SaaS, and ecommerce. All three is ideal. • Direct experience managing both on-site staff and remote or BPO agents. • Hands on experience using AI to drive support efficiency, including AI assisted replies, automated triage, intent classification, or customer facing chatbots. • Strong systems instinct in modern ticketing, ecommerce, and CRM platforms. • Comfort reading data and acting on it. • Track record of turning a small, reactive team into a structured, scalable function. • Excellent written communication. Preferred Experience • Experience supporting unattended retail, vending, kiosk, or hardware deployed in the field. • Experience in regulated retail (vape, alcohol, tobacco, or cannabis adjacent). • Familiarity with Intercom, Shopify, and HubSpot. • Production experience deploying AI features with measurable impact on deflection, resolution time, or agent productivity. • Experience managing offshore or nearshore BPO partners and SLAs. • Preference is Cleveland based. What We Offer Opportunity to grow with the company as we scale. A team that works hard, communicates well, and trusts you to do your job. Direct influence on building structure that will impact company growth and results.

Benefits:

Dental insurance Health insurance Paid time off

Work Location:

In person