Support Specialist (U.S. Nights) at Loot Labs

Loot Labs is on a mission to make collecting fun. We believe that every collectible tells a story: of passion, nostalgia, and discovery. Through our flagship product, Boxed.gg [Upgrade to PRO to see link] we are reimagining how the world collects by blending digital entertainment with tangible rewards, delivering nostalgia and discovery straight to the fans' doorsteps. We are... - Community First: We've served 500k collectors and foster an active community of over 125k+ Discord members. - Ambitiously Led: Led by veterans from Microsoft, Twitch, 2K, and Boeing. - Remote-First: We value high autonomy, low ego, and trust our team to build from anywhere in the world. Since our inception in 2023, we’ve seen significant year-over-year growth. And now we're gearing up for our most ambitious year yet, with major expansions planned across product offerings, strategic partnerships, and next-generation collector experiences. If you’re ready to build products that spark joy at a global scale, you’re in the right place. ROLE DESCRIPTION The Support Specialist is the first point of contact for our customers, delivering front-line support via live chat and email. This role primarily covers evenings, overnights, weekends, and holidays — critical to success for our community. You'll own customer issues end-to-end across account management, payments, marketplace withdrawals, shipping, and gameplay, while consistently hitting response time and quality targets. KEY RESPONSIBILITIES - Respond to live chats and emails within SLA windows and own cases through to resolution, following up proactively rather than waiting on customers to chase - Troubleshoot account access issues, order and shipping status, and redemption and withdrawal flows with accuracy and efficiency - Identify and escalate fraud, safety, and VIP situations using established playbooks, with sound judgment on when to escalate vs. resolve independently - Recognize and document potential chargeback and payment dispute cases before they escalate to the processor - Contribute to team knowledge by suggesting macros and help center articles, and surfacing recurring bugs, product gaps, and operational trends - Maintain clean, accurate ticket tagging and case notes that support analytics, reporting, and seamless shift handoffs - Deliver thorough shift handoff notes so incoming agents can pick up cases without losing context - Manage a consistent case volume without sacrificing quality QUALIFICATIONS - 1–3 years in high-volume customer support, preferably in chat and email environments - Demonstrated ability to meet SLA targets (first response and time-to-close) and maintain 80%+ CSAT consistently - Strong written English (C1+) with the ability to adapt tone across customer types and situations, including de-escalation, conflict resolution, and sensitive conversations - Comfortable managing multi-tab workflows with fast, accurate typing (50+ wpm) - Hands-on experience with at least one modern support platform (Intercom, Zendesk, or Gorgias) and working familiarity with Notion, Slack, and basic spreadsheets - Disciplined approach to data hygiene — consistent tagging, thorough case summaries, and strict SOP adherence - Comfortable operating with a high degree of autonomy during low-supervision shifts (overnights, weekends, holidays) and confident making independent judgment calls within established guidelines - Reliable and accountable with schedule commitments, particularly for non-traditional hours where coverage gaps have direct customer impact - Patient and consistent in high-volume, repetitive work environments without a drop in quality or care - Strong attention to detail, particularly in fraud spotting and payment troubleshooting, where small errors carry real consequences EXPERIENCE THAT GIVES YOU AN EDGE - Background in gaming, collectibles, e-commerce, or marketplace platforms - Experience supporting VIP or high-touch customer segments - Working knowledge of payments, order fulfillment processes, and common fraud indicators, including chargeback and dispute recognition - Familiarity with crypto and Web3 concepts — wallets, network fees, and eligibility logic - Exposure to multi-regional compliance considerations across different customer bases COMPANY BENEFITS - 15 days of accrued PTO - 7 days of sick-leave - 10 paid company holidays - Generous vision, dental, and health benefits, with 97% contribution to premiums for most medical plans - 401k Matching