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

Work arrangement
Yes