Support Specialist (U.S. Nights)

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 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