Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Support
Date Posted
March 18, 2026
Full Job Description
đź“‹ Description
- • The Support Specialist (U.S. Nights) at Loot Labs Inc. serves as the critical frontline point of contact for a rapidly growing global collector community, ensuring seamless, empathetic, and efficient resolution of customer issues during overnight, weekend, and holiday hours when coverage is most vital to maintaining trust and satisfaction.
- • This role directly impacts customer retention and brand loyalty by owning end-to-end support for account access, payments, marketplace transactions, shipping, and gameplay concerns — acting as the trusted guardian of the collector experience during hours when most teams are offline.
- • Loot Labs is a remote-first, mission-driven company redefining collectibles through Boxed.gg, blending digital engagement with physical rewards, backed by industry veterans from Microsoft, Twitch, 2K, and Boeing, and serving over 500k collectors with a vibrant 125k+ Discord community.
- • The Support team operates with high autonomy and low ego, valuing proactive problem-solving, meticulous documentation, and continuous improvement — where your contributions to knowledge base articles, macro suggestions, and trend reporting directly shape product and operational excellence.
- • In this role, you will develop deep expertise in high-volume customer support workflows, fraud detection, payment reconciliation, and VIP escalation protocols — building transferable skills in crisis communication, data hygiene, and cross-functional collaboration that are highly valued across tech, e-commerce, and consumer-facing industries.
- • You will gain hands-on experience with modern support platforms (Intercom/Zendesk/Gorgias), refine your written communication to C1+ English proficiency across diverse emotional contexts, and strengthen your ability to make sound, independent judgments under pressure — all while contributing to a culture that trusts and empowers remote teams to deliver exceptional service without constant oversight.
🎯 Requirements
- • 1–3 years of experience in high-volume customer support, specifically in chat and email environments, with proven ability to meet SLA targets for first response and time-to-close while maintaining 80%+ CSAT consistently.
- • Strong written English proficiency at C1+ level, with demonstrated skill in adapting tone for de-escalation, conflict resolution, and sensitive conversations across diverse customer types and situations.
- • Hands-on experience with at least one modern support platform (Intercom, Zendesk, or Gorgias), plus working familiarity with Notion, Slack, and basic spreadsheets for ticket management, knowledge sharing, and data hygiene.
- • Comfortable managing multi-tab workflows with fast, accurate typing (50+ wpm) and disciplined adherence to SOPs, including consistent tagging, thorough case notes, and proactive fraud/payment dispute identification.
- • Ability to operate autonomously during low-supervision shifts (overnights, weekends, holidays), making sound independent judgments within established guidelines while remaining reliable and accountable for schedule commitments in non-traditional hours.
- • Background in gaming, collectibles, e-commerce, or marketplace platforms is a strong plus, as is familiarity with payments, order fulfillment, fraud indicators, chargeback recognition, and basic crypto/Web3 concepts like wallets and network fees.
🏖️ Benefits
- • 15 days of accrued PTO per year, plus 7 days of sick leave and 10 paid company holidays to support work-life balance and well-being.
- • Generous vision, dental, and health benefits, with the company covering 97% of premiums for most medical plans, significantly reducing employee healthcare costs.
- • 401k matching program to support long-term financial security and retirement planning.
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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