[Hiring] Support Manager @Loot Labs

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 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, 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.