Support Operations Manager

About the Role

We’re building out our Las Vegas team.

At retailcloud, our systems power commerce across sports, entertainment, and high-volume environments. When they don’t work, operations stop.

This role sits at the center of that.

We’re hiring a Support Operations Manager to lead and build our support function — managing a team operating across three countries and ensuring issues move from intake to resolution quickly and effectively.

You won’t just manage tickets — you’ll own outcomes.

What You’ll Do

• Lead day-to-day support operations across a distributed global team
• Own ticket flow, prioritization, escalation, and resolution across all support channels
• Ensure issues are not just tracked, but driven through to completion
• Improve response times, resolution times, and overall support efficiency
• Build and refine support processes, workflows, and internal systems
• Identify patterns in issues and work cross-functionally to eliminate root causes
• Coordinate with product, engineering, and implementation teams to resolve complex issues
• Maintain accountability across the support function — ensuring nothing stalls or gets lost
• Support high-volume operational environments where speed and accuracy matter

What This Role Looks Like

• Based in Las Vegas, NV (in-person)
• Leadership responsibility across a team operating in multiple regions
• Mix of hands-on problem solving and operational management
• High ownership and accountability for outcomes
• Fast-paced environment tied to real-world operations

Who This Is For

• Experience in SaaS, POS, payments, or technical support environments
• Experience managing or leading support teams (or strong readiness to step into leadership)
• Strong understanding of ticketing systems, SLAs, and escalation workflows
• Highly organized with strong follow-through
• Comfortable operating in fast-paced, high-volume environments
• Strong problem-solving mindset — focused on resolution, not just tracking
• Ability to coordinate across multiple teams and functions
• Willing to take ownership and move issues forward without waiting

What Matters in This Role

We’re looking for someone who:

• Takes ownership of problems and sees them through to resolution
• Can build structure, not just operate within it
• Moves quickly, communicates clearly, and follows through
• Brings a mindset of accountability and continuous improvement

We will give you the ability to solve problems.You bring the drive to solve them.

Why Join retailcloud

At retailcloud, we operate in environments where things need to work — fast.

Our systems power real operations across sports, entertainment, and high-volume venues. When something breaks, it impacts revenue, staff, and customer experience immediately.

That’s why support here is not passive.

You’re not just responding to tickets — you’re part of the team responsible for keeping operations moving.

You’ll work closely with implementation, product, and operations teams, with the ability to drive issues through to resolution — not wait on someone else to move things forward.

This is a role with real ownership, real responsibility, and real impact.

If you’ve worked in support and wanted more control over outcomes — this will feel different.

About retailcloud

retailcloud is a full-stack platform powering commerce across sports, entertainment, and live environments.

We bring together POS, payments, inventory, and operational systems into a single platform used by teams, venues, and operators across North America.

Our focus isn’t just software — it’s making real-world operations run the way they should.

Pay: $65,000.00 - $95,000.00 per year

Benefits:

• Health insurance
• Paid parental leave
• Paid time off

Work Location: In person