Support Manager
New
L
Loot LabsE-commerce, Collectibles
Build from anywhere in the worldFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 2-4 years in a high-volume customer support environment, with at least 1 year in a formal people management or senior lead capacity
- Required Skills
- People ManagementZendeskReporting
Requirements
- 2-4 years of experience in a high-volume customer support environment.
- At least 1 year in a formal people management or senior lead capacity.
- Proven experience managing performance, development, and retention for hourly staff.
- Strong understanding of payments, fraud signals, and marketplace support.
- Proficiency with modern support platforms such as Intercom, Zendesk, or Gorgias.
- Experience building and maintaining schedules and coverage plans.
- Strong grasp of support metrics like cost per contact, deflection rates, AHT, and FCR.
- Strong communication skills with experience coaching individuals and presenting to leadership.
Responsibilities
- Manage performance, development, and retention for a team of hourly agents.
- Conduct regular 1:1s and maintain development plans for all direct reports.
- Oversee daily queue health, including ticket volume, SLA adherence, and shift coverage.
- Own Level 3 escalations, including payment disputes and churn-risk cases.
- Analyze support data to drive performance improvements and report on support economics.
- Partner with the Head of CX on hiring decisions.
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