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Contact Center Manager (Cannabis Industry Staffing)

Contact Center Manager (Cannabis Industry Staffing)

VangstDenver, CO, US
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Job Description

Job Title : Contact Center Manager

Office Location : Cherry Creek, CO (Hybrid – Onsite 3–4 days per week)

Compensation : $65,000-$70,000 base + commission (OTE $85,000)

About the Role

Vangst is seeking a Contact Center Manager to lead and optimize our remote support team. This individual will oversee a team of 10 offshore employees (primarily based in the Philippines) while working closely with our Denver leadership team. The Contact / Call Center Manager will be responsible for streamlining processes, implementing best practices, and ensuring that temporary employees receive timely and effective support with payroll, scheduling, and general inquiries.

This is a key role for someone who thrives in building efficient systems, managing remote teams, and introducing scalable solutions that blend human support with AI-driven processes. The role has strong growth potential, with the opportunity to expand the team to 30+ employees as the business evolves.

Key Responsibilities

  • Manage and oversee daily operations of a 10-person offshore support team.
  • Transition current support processes into a structured call center environment.
  • Develop and implement SOPs for handling common inquiries and support requests.
  • Monitor call quality, coach staff, and ensure high levels of customer satisfaction.
  • Identify recurring questions and implement solutions to streamline responses.
  • Work with leadership to integrate AI solutions into support workflows.
  • Collaborate with internal teams (e.g., payroll, HR, and recruiting) to resolve escalated issues.
  • Oversee scheduling to ensure coverage across extended hours.
  • Support the transition from text-only support to include full call handling.
  • Utilize tools such as Gusto, Zeal, Pikl, Slack, Hubspot, and Excel to manage team operations.
  • Partner with leadership on team growth and long-term support strategy.

Qualifications

  • 3+ years of experience managing a call center or remote support team.
  • Proven success managing offshore teams highly preferred, but not required.
  • Strong background in developing and implementing SOPs and training programs.
  • Experience with call center software and ticketing systems (Hubspot, Zendesk, or similar).
  • Familiarity with payroll platforms is a plus.
  • Ability to streamline workflows and implement process improvements.
  • Excellent communication, leadership, and coaching skills.
  • Comfortable working in a hybrid environment (3–4 days onsite in Denver, Cherry Creek).
  • Adaptability to work with emerging technologies and AI integration.

    • Why Join Vangst

  • Competitive compensation package with commission potential. (OTE expected up to $85k)
  • Opportunity to build and grow a call center operation from the ground up.
  • Collaborative, forward-thinking team with strong leadership support.
  • Career growth potential as the support function expands to service external partners.

    • About Vangst :

    Vangst is the cannabis industry’s hiring platform. Vangst helps cannabis companies find the talent they need to grow their business. From on-demand gig workers to trained & credential full-time employees, Vangst has built the industry’s go-to talent marketplace for all cannabis hiring. Vangst is proud to work with 1,200+ of the cannabis industry’s leading businesses.

    Since raising their seed round in 2018, Vangst has become one of the fastest-growing companies in the cannabis industry and was recognized as one of Fast Company’s Most Innovative Companies.

    Today, over 300,000 people have full-time jobs in the cannabis industry and this number is expected to triple over the next five years. Vangst is on a mission to fill every job in the cannabis industry.

    Vangst’s headquarters is in Denver, CO. Vangst is a Series B company backed by Lerer Hippeau, Colle Capital, Level One Fund, Snoop Dogg’s Casa Verde Capital, and others.

    Vangst provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

    This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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    Contact Center Manager • Denver, CO, US