CX / Support Manager

Loot Labs is on a mission to make collecting fun. They believe that every collectible tells a story: of passion, nostalgia, and discovery. Through their flagship product, Boxed.gg, they are reimagining how the world collects by blending digital entertainment with tangible rewards.

Loot Labs has served 1 million collectors and fosters an active community of over 145,000+ Discord members. The company is led by veterans from Microsoft, Twitch, 2K, and Boeing and operates with a remote-first approach, valuing autonomy and trust.

Since its inception in 2023, Loot Labs has experienced significant year-over-year growth and is now preparing for its most ambitious year yet, with expansions across product offerings, strategic partnerships, and next-generation collector experiences.

Role Description

The CX / Support Manager is the sole people manager for all hourly support agents, overseeing formal performance management, development, and the direct employment relationship across Level 1 (L1) and Level 2 (L2). This role also manages the Support Lead as a functional partner, handles day-to-day operational execution, and manages Level 3 escalations. The manager translates the Head of CX's strategic direction into team-level goals, accountability systems, and cross-functional coordination.

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, fulfillment, and risk clearly and within agreed timelines.

Escalation Ownership

• Own Level 3 escalations, including 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, Average Handle Time (AHT), and First Contact Resolution (FCR).

Performance Targets

Team Performance

• Team CSAT (Customer Satisfaction): at or above team benchmark, sustained.
• SLA adherence: across all ticket types and channels.
• First Contact Resolution (FCR): 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, and 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.