Loot Labs

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 Summary We have created an incredible collecting community on our premier platform, Boxed.gg. We are looking for a stellar team member to support our most engaged, loyal customers and provide a best-in-class VIP program that mirrors the quality of their on-site experience. The VIP Program Lead will own the strategy, execution, and continuous improvement of the VIP experience for high-value customers. As a senior individual contributor and functional lead, this role works cross-functionally with internal teams and external partners, manages VIP operational workflows, and serves as the voice of VIP customers within the organization. Location: Remote - North America Preferred. Occasional U.S. travel is required for in-person collaboration, team offsites, and company events. Core Objectives - Own and elevate the end-to-end customer experience for VIP customers - Ensure operational excellence, consistency, and scalability of the VIP function. - Build strong, trusted relationships with high-value customers. - Provide leadership-level insight into VIP performance, opportunities, and risks. Key Responsibilities VIP Relationship Leadership - Act as the point of contact for VIP customers. - Build and maintain long-term, trust-based relationships. - Proactively engage VIP customers to strengthen loyalty and satisfaction. - Manage escalations and ensure timely, high-quality resolution. VIP Program & Operations Ownership - Lead the execution and day-to-day operations of VIP initiatives. - Work cross-functionally with commercial, product & marketing teams to deliver a holistic VIP experience. - Ensure the BOXED VIP programs scale effectively as the business grows. Vendor, Partner & Procurement Management - Develop and maintain relationships with premium vendors and partners. - Manage sourcing and procurement related to VIP experiences or initiatives. - Negotiate pricing and contracts to optimize value while maintaining quality. - Ensure vendors meet service, quality, and compliance standards. Budget & Financial Oversight - Track and manage VIP-related budgets and spend. - Partner with Finance to ensure accurate reporting and reconciliation. - Prepare forecasts, reporting, and variance analysis for senior leadership. Communication & Stakeholder Management - Serve as the internal advocate for VIP customers. - Lead VIP-specific communication strategies in collaboration with marketing and Customer Experience teams. - Communicate VIP insights, risks, and opportunities to senior stakeholders. Data, Reporting & Insight - Monitor VIP engagement, satisfaction, and operational performance. - Analyze trends and translate insights into actionable improvements. - Establish reporting frameworks to support leadership decision-making. Success Metrics - VIP customer satisfaction and retention. - Revenue retention for high-value customer segments - Re-activation rates for high-value customer segments - Budget adherence and financial accuracy. Required Skills & Experience - 6+ years experience in VIP management, operations, customer success, account management, or similar roles. - Proven experience owning complex programs or operational workflows. - Strong analytical and problem-solving capabilities. - Excellent organizational and attention-to-detail skills. - Experience managing budgets, vendors, or procurement processes. - Strong written and verbal communication skills. - Comfortable operating in fast-paced, evolving environments. Ideal Candidate Profile - Experience working with high-value or premium customer segments. - Experience in the gaming industry - Operationally minded with a strong customer-first approach.. - Highly organized, proactive, and commercially focused. - Passion for collectibles and the wider collectibles ecosystem. Role Evolution & Growth This role is designed as a foundation for future expansion and may evolve to include: - Building and managing a VIP team. - Designing structured VIP frameworks or tiers. - Leading strategic partnerships or VIP events. - Owning VIP strategy at a global or multi-market level. Working Hours & Compensation Loot Labs is a remote-first company. While many of our roles are open to candidates globally, this role is required to be within North America, with working hour overlap with U.S. and E.U. time zones. Compensation will be competitive and based on your experience level as well as local market benchmarks for your region. Accessibility & Employment Eligibility We are committed to providing an inclusive and accessible recruitment process. If you need any accommodations during the application or interview process, please let us know—we’re happy to support you. For candidates located in the United States: Loot Labs participates in E-Verify and will confirm work authorization as part of the hiring process.

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

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

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. 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. Requirements - 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. 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.

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 Overview: We’re looking for a highly organized and creative individual to join our team as a Marketing Manager to support the Senior Brand Marketing Manager in the execution of brand marketing campaigns. The ideal candidate is a self-starter and go-getter who is eager to be involved in many aspects of the marketing mix and has a desire to grow their skill set. This role will play a key part in coordinating marketing initiatives, managing creative assets, producing content, copywriting, compiling resources, and reporting results. They will also support time-sensitive, high-impact initiatives tied to monthly live ops initiatives. They’ll assist in everything from staging emails to writing copy and submitting creative briefs, managing campaign calendars, contributing to brand strategy, and working closely with the Senior Brand Marketing Manager to bring campaigns to life. Key Responsibilities: Campaign Coordination: Support the planning and execution of marketing campaigns and initiatives, including compiling resources for product releases, assist in maintaining planning documents, contributing to campaign and live ops event ideation, developing tactical plans to support event ideas, and general marketing tasks and projects as needed. Campaign Execution: Assist in writing and editing marketing copy for emails, landing pages, and other campaign materials. Source and compile assets for use in email, notifications, and other marketing materials, as well as staging, uploading and preparing content for review and publishing. Content Production: Coordinate creative briefs for marketing assets and collaborate with the Creative team on asset delivery. Contribute to paid media creative ideation, developing video and static content topics, and developing the initial drafts for scripts and messaging. Reporting: Track and report on campaign performance and monthly channel performance, and help identify opportunities for optimization. Qualifications: Working Hours & Compensation Loot Labs is a remote-first company, and this role is open to candidates globally. To support efficient collaboration across teams, we will prioritize applicants who have working hour overlap with U.S. and E.U. time zones. Compensation will be competitive and based on your experience level as well as local market benchmarks for your region. Accessibility & Employment Eligibility We are committed to providing an inclusive and accessible recruitment process. If you need any accommodations during the application or interview process, please let us know—we’re happy to support you. For candidates located in the United States: Loot Labs participates in E-Verify and will confirm work authorization as part of the hiring process.