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 http://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 co