Support Manager

Loot Labs, Inc

. Serve as the sole formal people manager for all hourly L1 and L2 support agents .

Posted 9/25/2026full-timeRemoteJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong people management capabilities, including performance reviews, development plans, and retention strategies for hourly support agents. Proficient in managing support operations, including ticket volume, SLA adherence, and support economics.

Highest-signal resume keywords

People ManagementPerformance ManagementSupport Platform ExperienceSupport Economics KnowledgeClear Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ReviewsDevelopment PlansEscalation HandlingSupport EconomicsSchedule ManagementData AnalysisCoachingRetention StrategiesOperational Decision-MakingTrend Identification

Soft Skills

Direct CommunicationCoaching SkillsAccountabilityProblem-SolvingTeam Leadership

Tools & Technologies

IntercomZendeskGorgiasSupport Reporting Tools

Industry Keywords

Customer SupportHigh-Volume EnvironmentPaymentsFraud SignalsMarketplace SupportE-CommerceGamingCollectiblesCryptoWeb3

Tech Stack

Tools & technologies

Web3

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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