Loot Labs, Inc

Manager

• 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

Support Manager