Support Manager

Loot Labs MissionLoot Labs is on a mission to make collecting fun. We believe that every collectible tells a story: of passion, nostalgia, and discovery. Through our flagship product, Boxed.gg we are reimagining how the world collects by blending digital entertainment with tangible rewards, delivering nostalgia and discovery straight to the fans' doorsteps.Company OverviewCommunity First: We've served 1M collectors and foster an active community of over 145k+ Discord members.Ambitiously Led: Led by veterans from Microsoft, Twitch, 2K, and Boeing.Remote-First: We value high autonomy, low ego, and trust our team to build from anywhere in the world.Since our inception in 2023, we've seen significant year-over-year growth.

And now we're gearing up for our most ambitious year yet, with major expansions planned across product offerings, strategic partnerships, and next-generation collector experiences. If you're ready to build products that spark joy at a global scale, you're in the right place.Role DescriptionThe CX / Support Manager is the sole people manager for all hourly support agents, owning formal performance management, development, and the direct employment relationship across L1 and L2. This role also manages the Support Lead as a functional partner, owns day-to-day operational execution, and handles Level 3 escalations.

The Support Manager translates the Head of CX's strategic direction into team-level goals, accountability systems, and cross-functional coordination. This is an operational leadership role — the person who makes sure the team performs, the queue runs, and collectors are served well, every day.Key ResponsibilitiesServe 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 relationshipManage the Support Lead as a functional partner and direct reportConduct regular 1:1s with all direct reports without exceptionBuild and maintain documented development plans for every agent; hold agents accountable to growth in capability quarter over quarterOwn agent retention — identify retention risks early and address them before they become departuresPartner with the Head of CX on all hiring decisionsOwn day-to-day queue health: ticket volume, SLA adherence, workload distribution, and shift coverage across evenings, overnights, and weekendsBuild and maintain schedules, coverage plans, and handoff structures that hold up without close supervisionManage support tooling and identify where workflows create frictionStay close enough to case quality to give specific, useful coaching — understand the products well enough to validate resolution qualitySurface CX issues to product, fulfilment, and risk clearly and within agreed timelinesOwn Level 3 escalations: payment disputes, churn-risk collectors, repeat contacts, and cases that exceed Support Lead authorityAcknowledge all Level 3 escalations within the target window and provide regular player-facing status updates on open casesTriage escalations accuratelyDocument root cause and outcome notes on resolved escalationsUse platform reporting and operational data to identify performance trends and drive decisions, not just monitor activitySuggest data-informed improvements to constantly improve the customer experienceFrame operational decisions in terms of collector retention, churn, and revenueTrack support economics: cost per contact, deflection rates, AHT, FCRPerformance TargetsTeam CSAT: at or above team benchmark, sustainedSLA adherence: across all ticket types and channelsFirst contact resolution rate: improvement trend expected quarter over quarterEscalation rate: within threshold; documented plan required if consistently aboveShift coverage: all scheduled hours covered with no unplanned gapsAgent 1:1 cadence: completed for all direct reports without exceptionFormal performance reviews: on schedule with documented development plans for all agentsDevelopment outcomes: agents demonstrably growing in capability quarter over quarterAgent attrition: within threshold; investigation triggered if exceededLevel 3 acknowledgment: within target window, all casesLevel 3 resolution: regular player-facing updates on all open casesEscalation accuracy: cases triaged correctly — not escalated prematurely or held too longQualifications2-4 years in a high-volume customer support environment, with at least 1 year in a formal people management or senior lead capacityProven ability to manage performance, development, and retention for a team of hourly agentsStrong working knowledge of payments, fraud signals, escalation handling, and marketplace or platform supportExperience with at least one modern support platform (Intercom, Zendesk, or Gorgias) and associated reporting toolsClear, direct communicator — equally effective coaching an individual agent and presenting a staffing case to senior leadershipOperationally sharp: able to build and maintain schedules, coverage plans, and handoff structures without close supervisionComfortable owning outcomes on shifts where senior leadership is not presentFluent in support economics: cost per contact, deflection rates, AHT, FCRNice to HaveBackground in gaming, collectibles, e-commerce, or marketplace platformsExperience supporting VIP or high-touch customer segmentsFamiliarity with crypto or Web3 withdrawal and wallet conceptsExperience managing a team through a period of rapid growth or operational restructuring