Support Specialist

📋 Description

• • Loot Labs Inc. is seeking a dedicated and customer-centric Support Specialist to join our dynamic, remote-first team. Our mission is to make collecting fun, and through our innovative platform, Boxed.gg, we are revolutionizing how enthusiasts engage with their passions. We blend digital entertainment with tangible rewards, delivering nostalgia and discovery directly to collectors worldwide. Since our founding in 2023, we've experienced substantial growth, serving over 500,000 collectors and cultivating a vibrant community of more than 125,000 Discord members. Our leadership comprises seasoned professionals from esteemed companies like Microsoft, Twitch, 2K, and Boeing, bringing a wealth of experience to our ambitious goals.
• • As a Support Specialist, you will be the crucial first point of contact for our valued customers, providing essential front-line support through live chat and email. This role is specifically designed to cover critical off-peak hours, including evenings, overnights, weekends, and holidays, ensuring our community receives consistent and reliable assistance. You will take ownership of customer issues from beginning to end, expertly navigating inquiries related to account management, payment processing, marketplace withdrawals, shipping logistics, and gameplay. A key aspect of this role is consistently meeting and exceeding response time and quality targets, ensuring a superior customer experience.
• • Your responsibilities will encompass a wide range of customer interactions. You will be expected to respond promptly to live chat and email inquiries within defined Service Level Agreement (SLA) windows, proactively managing cases through to full resolution. This proactive approach means following up with customers to ensure their issues are resolved, rather than waiting for them to re-engage. A significant part of your day-to-day will involve troubleshooting complex account access issues, providing accurate and efficient updates on order and shipping statuses, and guiding customers through redemption and withdrawal processes.
• • You will play a vital role in maintaining the security and integrity of our platform by identifying and escalating potential fraud, safety concerns, and VIP situations. This requires a keen eye for detail and sound judgment, utilizing established playbooks while knowing when to escalate to senior team members versus resolving independently. Furthermore, you will be instrumental in preventing financial disputes by recognizing and documenting potential chargeback and payment dispute cases before they escalate to external processors.
• • To foster continuous improvement and knowledge sharing within the team, you will actively contribute to our collective knowledge base. This includes suggesting new macros for common inquiries, proposing updates or new articles for our help center, and diligently surfacing recurring bugs, product gaps, and operational trends observed during your support interactions. Maintaining meticulous records is paramount; you will ensure clean, accurate ticket tagging and comprehensive case notes that are essential for analytics, reporting, and facilitating seamless shift handoffs to incoming agents. Delivering thorough and context-rich shift handoff notes will empower the next agent to seamlessly pick up cases without losing critical information, ensuring continuity of service.
• • This role demands the ability to manage a consistent volume of customer cases without compromising the quality of support provided. You will need to be comfortable operating with a high degree of autonomy, particularly during shifts with lower supervision levels. This autonomy requires confidence in making independent judgment calls within established guidelines and a disciplined approach to data hygiene, including consistent tagging, thorough case summaries, and strict adherence to Standard Operating Procedures (SOPs). Reliability and accountability are non-negotiable, especially concerning schedule commitments for non-traditional hours, as coverage gaps during these times can have a direct and significant impact on our customers.
• • We are looking for individuals who are patient and consistent, capable of handling high-volume, repetitive tasks without any drop in quality or care. A strong attention to detail is crucial, especially when dealing with sensitive areas like fraud spotting and payment troubleshooting, where even minor errors can have substantial consequences. If you are passionate about providing exceptional customer experiences, thrive in a remote environment, and are eager to contribute to a growing company in the exciting world of collectibles and digital engagement, we encourage you to apply.