Loot Labs, Inc
Posted 10 days agoVerified live 1d ago
Support Manager
Brief overview
Remote
UndergradOr in progress
2+ yrsMinimum
Customer Support OperationsPeople ManagementPerformance ManagementPayments and Fraud DetectionEscalation ManagementMarketplace or Platform SupportIntercomZendeskGorgiasSupport Scheduling and Coverage PlanningSupport EconomicsCrypto and Web3 Wallet ConceptsCoaching
About the company
Loot Labs, Inclootlabs.xyz
Loot Labs is based out of Seattle, backed by Bitkraft, with leadership from Microsoft, NASA, Boeing, Lucas Arts, Twitch, and 2K.
Job description
Summary
Loot Labs is a remote-first company focused on making collecting fun through its Boxed.gg product, which combines digital entertainment with tangible rewards. The CX / Support Manager leads hourly support agents, manages daily support operations, owns Level 3 escalations, and uses performance data to improve customer experience and retention.
Responsibilities
- Serve as the sole formal people manager for all hourly agents across L1 and L2— owning performance reviews, development plans, disciplinary conversations, and the direct employment relationship
- Manage the Support Lead as a functional partner and direct report
- Conduct regular 1:1s with all direct reports without exception
- Build and maintain documented development plans for every agent; hold agents accountable to growth in capability quarter over quarter
- Own agent retention — identify retention risks early and address them before they become departures
- Partner with the Head of CX on all hiring decisions
- Own day-to-day queue health: ticket volume, SLA adherence, workload distribution, and shift coverage across evenings, overnights, and weekends
- Build and maintain schedules, coverage plans, and handoff structures that hold up without close supervision
- Manage support tooling and identify where workflows create friction
- Stay close enough to case quality to give specific, useful coaching — understand the products well enough to validate resolution quality
- Surface CX issues to product, fulfilment, and risk clearly and within agreed timelines
- Own Level 3 escalations: payment disputes, churn-risk collectors, repeat contacts, and cases that exceed Support Lead authority
- Acknowledge all Level 3 escalations within the target window and provide regular player-facing status updates on open cases
- Triage escalations accurately
- Document root cause and outcome notes on resolved escalations
- Use platform reporting and operational data to identify performance trends and drive decisions, not just monitor activity
- Suggest data-informed improvements to constantly improve the customer experience
- Frame operational decisions in terms of collector retention, churn, and revenue
- Track support economics: cost per contact, deflection rates, AHT, FCR
Skills
- 2-4 years in a high-volume customer support environment, with at least 1 year in a formal people management or senior lead capacity
- Proven ability to manage performance, development, and retention for a team of hourly agents
- Strong working knowledge of payments, fraud signals, escalation handling, and marketplace or platform support
- Experience with at least one modern support platform (Intercom, Zendesk, or Gorgias) and associated reporting tools
- Clear, direct communicator — equally effective coaching an individual agent and presenting a staffing case to senior leadership
- Operationally sharp: able to build and maintain schedules, coverage plans, and handoff structures without close supervision
- Comfortable owning outcomes on shifts where senior leadership is not present
- Fluent in support economics: cost per contact, deflection rates, AHT, FCR
- Background in gaming, collectibles, e-commerce, or marketplace platforms
- Experience supporting VIP or high-touch customer segments
- Familiarity with crypto or Web3 withdrawal and wallet concepts
- Experience managing a team through a period of rapid growth or operational restructuring
Qualifications
Must Haves
- 2-4 years in a high-volume customer support environment, with at least 1 year in a formal people management or senior lead capacity
- Proven ability to manage performance, development, and retention for a team of hourly agents
- Strong working knowledge of payments, fraud signals, escalation handling, and marketplace or platform support
- Experience with at least one modern support platform (Intercom, Zendesk, or Gorgias) and associated reporting tools
- Clear, direct communicator — equally effective coaching an individual agent and presenting a staffing case to senior leadership
- Operationally sharp: able to build and maintain schedules, coverage plans, and handoff structures without close supervision
- Comfortable owning outcomes on shifts where senior leadership is not present
- Fluent in support economics: cost per contact, deflection rates, AHT, FCR
Nice to Haves
- Background in gaming, collectibles, e-commerce, or marketplace platforms
- Experience supporting VIP or high-touch customer segments
- Familiarity with crypto or Web3 withdrawal and wallet concepts
- Experience managing a team through a period of rapid growth or operational restructuring
Benefits
- Remote-first work with the ability to build from anywhere in the world
