Support Manager

🔥 12 hours ago

🌏 Anywhere in the World

⏰ Full Time

🟢 Junior

🟡 Mid-level

👔 Manager

🚫👨‍🎓 No degree required

👻 Ghost score 17%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Loot Labs, Inc

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

🛍️ eCommerce

🎮 Gaming

🌐 Web 3

💰 Seed Round on 2024-10

eCommerce • Gaming • Web 3

Loot Labs, Inc. is exploring the future of loot by creating innovative ways for individuals to acquire digital collectibles. With a focus on the digital realm, the company is dedicated to engaging users in the exciting world of collectible items through their platform.

📋 Description

• Serve as the sole formal people manager for all hourly L1 and L2 support agents • Own 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 • Build and maintain development plans and hold agents accountable for capability growth • Own agent retention and address retention risks • Partner with the Head of CX on hiring decisions • Own queue health, including ticket volume, SLA adherence, workload distribution, and shift coverage • Build schedules, coverage plans, and handoff structures across evenings, overnights, and weekends • Manage support tooling and identify workflow friction • Coach case quality and validate resolution quality • Surface CX issues to product, fulfilment, and risk teams • Own Level 3 escalations, including payment disputes, churn-risk collectors, repeat contacts, and cases exceeding Support Lead authority • Acknowledge Level 3 escalations within target windows and provide player-facing status updates • Triage escalations and document root causes and outcomes • Use reporting and operational data to identify trends and drive decisions • Suggest data-informed customer-experience improvements • Frame operational decisions around collector retention, churn, and revenue • Track support economics, including cost per contact, deflection rates, AHT, and FCR • Meet team, people-management, escalation, SLA, CSAT, coverage, and resolution performance targets

🎯 Requirements

• 2–4 years in a high-volume customer support environment • 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 • Experience with associated support-platform reporting tools • Clear, direct communication skills for coaching agents and presenting staffing cases to senior leadership • Ability to build and maintain schedules, coverage plans, and handoff structures without close supervision • Comfortable owning outcomes on shifts without senior leadership present • Knowledge of support economics: cost per contact, deflection rates, AHT, and FCR • Nice to have: background in gaming, collectibles, e-commerce, or marketplace platforms • Nice to have: experience supporting VIP or high-touch customer segments • Nice to have: familiarity with crypto or Web3 withdrawal and wallet concepts • Nice to have: experience managing a team through rapid growth or operational restructuring

🏖️ Benefits

• Remote-first work; build from anywhere in the world • High autonomy, low ego, and trust-based work environment