Remote CX & Support Manager

Loot Labs; Seattle (WA); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote-first

Job summary

Loot Labs is seeking a CX/Support Manager to lead hourly support agents (L1/L2) and own performance, development, and the employment relationship. This role also partners with the Head of CX to translate strategy into team goals and cross-functional work.

The manager will handle day-to-day queue health, coaching, escalations, and reporting, ensuring high-quality case resolutions and strong customer satisfaction across the organization.

Qualifications

• 2–4 years in a high-volume support environment with at least 1 year in 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 related reporting tools

Responsibilities

• Own day-to-day queue health: ticket volume, SLA adherence, workload distribution, and shift coverage
• Build and maintain schedules, coverage plans, and handoff structures
• Manage support tooling and identify friction in workflows
• Provide coaching based on case quality and product understanding
• Surface CX issues to product, fulfillment, and risk with timelines
• Own Level 3 escalations: payment disputes, churn-risk cases, cases beyond Lead authority
• Document root cause and outcomes for resolved escalations
• Use data to drive CX improvements, CSAT, SLA, and revenue

Skills

People management

Performance management

Coaching

Data-driven decisions

Tools

Intercom

Zendesk

Gorgias

Job description

Loot Labs is seeking a CX/Support Manager to lead hourly support agents (L1/L2) and own performance, development, and the employment relationship. This role also partners with the Head of CX to translate strategy into team goals and cross-functional work.

The manager will handle day-to-day queue health, coaching, escalations, and reporting, ensuring high-quality case resolutions and strong customer satisfaction across the organization.