Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Support
Date Posted
March 18, 2026
Full Job Description
đź“‹ Description
- • The Support Specialist at Loot Labs Inc. serves as the critical frontline point of contact for a global community of collectors, ensuring seamless, empathetic, and efficient resolution of customer issues across live chat and email. This role is essential to maintaining trust and satisfaction in a fast-growing, remote-first company that blends digital entertainment with tangible collectibles through its flagship platform, Boxed.gg. By owning customer interactions end-to-end — from account access and payment troubleshooting to shipping and gameplay support — the Specialist directly impacts user retention, brand loyalty, and the overall collector experience during high-impact hours when coverage is most vital.
- • Day-to-day responsibilities include responding to live chats and emails within strict SLA windows, proactively owning cases to resolution without waiting for customer follow-up, and maintaining meticulous documentation and tagging for analytics and handoff continuity. The Specialist troubleshoots account access, order status, redemption flows, and shipping issues with precision, while identifying and escalating potential fraud, safety concerns, or VIP situations using established playbooks. They actively contribute to team knowledge by suggesting macros, help center articles, and surfacing recurring bugs or product gaps, ensuring clean ticket tagging and thorough shift handoff notes so incoming agents never lose context. Managing consistent case volume without sacrificing quality is paramount, especially during overnight, weekend, and holiday shifts where autonomy and accountability are essential.
- • Loot Labs is a remote-first, mission-driven company founded in 2023 by industry veterans from Microsoft, Twitch, 2K, and Boeing, dedicated to reimagining collecting through Boxed.gg — a platform that merges digital engagement with physical rewards for over 500k served collectors and a vibrant Discord community of 125k+. The company values high autonomy, low ego, and trust, fostering a culture where innovation and ownership are encouraged across all levels. With ambitious growth plans in product expansion, strategic partnerships, and next-gen collector experiences, the Support Specialist plays a foundational role in scaling customer trust and satisfaction as the company enters its most ambitious year yet.
- • In this role, the Specialist will develop deep expertise in high-volume customer support operations within a dynamic, fast-paced tech environment, mastering conflict resolution, fraud detection, and payment troubleshooting while building strong written communication skills across diverse customer personas. They will gain hands-on experience with modern support platforms (Intercom/Zendesk/Gorgias), refine their ability to work autonomously under low-supervision conditions, and contribute meaningfully to product improvement by surfacing operational trends and user feedback. Success in this role opens pathways to senior support, team lead, or cross-functional roles in operations, trust & safety, or customer experience as Loot Labs continues to scale globally.
🎯 Requirements
- • 1–3 years of experience 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 proficiency at C1+ level, with skill in adapting tone for 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), plus familiarity with Notion, Slack, and basic spreadsheets
- • Disciplined approach to data hygiene — consistent tagging, thorough case summaries, and strict SOP adherence
- • Ability to operate with high autonomy during low-supervision shifts (overnights, weekends, holidays) and make sound independent judgments within guidelines
- • Reliable and accountable with schedule commitments, especially for non-traditional hours where coverage gaps directly impact customers
- • Patient and consistent in high-volume, repetitive work without decline in quality or attention to detail
- • Strong attention to detail in fraud detection and payment troubleshooting, where small errors have significant consequences
🏖️ Benefits
- • 15 days of accrued paid time off (PTO)
- • 7 days of sick leave
- • 10 paid company holidays
- • Generous vision, dental, and health benefits with 97% employer contribution to premiums for most medical plans
- • 401k matching contributions
Skills & Technologies
Apache Spark
Remote
About Loot Labs Inc.
Loot Labs operates a monetization platform for gaming creators and developers. It provides tools to build, distribute, and sell digital game assets, mods, and in-game items across web, desktop, and mobile storefronts. The company focuses on enabling creators to generate revenue through direct sales, subscriptions, and licensing while handling payment processing, analytics, and compliance. Founded in 2021 and headquartered in San Francisco, Loot Labs serves indie developers, streamers, and modding communities with APIs and storefront widgets that integrate into existing games and websites.
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