Support Manager

Loot 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.

We are...

Community 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 Description

The 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 Responsibilities

People Management

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

Operational Execution

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

Escalation Ownership

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

Performance & Reporting

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

Performance Targets

Team Performance

Team CSAT: at or above team benchmark, sustained

SLA adherence: across all ticket types and channels

First contact resolution rate: improvement trend expected quarter over quarter

Escalation rate: within threshold; documented plan required if consistently above

Shift coverage: all scheduled hours covered with no unplanned gaps

People Management

Agent 1:1 cadence: completed for all direct reports without exception

Formal performance reviews: on schedule with documented development plans for all agents

Development outcomes: agents demonstrably growing in capability quarter over quarter

Agent attrition: within threshold; investigation triggered if exceeded

Escalation

Level 3 acknowledgment: within target window, all cases

Level 3 resolution: regular player-facing updates on all open cases

Escalation accuracy: cases triaged correctly — not escalated prematurely or held too long

Qualifications

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 Have

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