loot-labs - Support Manager
Requirements
• 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 • 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
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 • 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
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