Loot Labs, Inc

• Design and scale the systems behind our products • Lead architecture discussions, ship secure and performant APIs • Collaborate closely across the stack

• Own features from planning through launch, monitoring, and iteration • Collaborate with cross-functional teams for seamless feature delivery • Balance speed and quality in product development • Mentor junior team members and raise technical standards

• Lead the production of written, audio, and video content across owned channels • Ideate, plan, and direct engaging content that strengthens SEO position and pulls community engagement • Manage Social & Community Manager and freelance writers/ • Develop SEO-forward content strategy • Own the BOXED YouTube channel strategy and video production • Establish overall social media and community strategy

• Own the end-to-end design of key product areas, including onboarding, loot box experiences, inventory systems, payments, and retention features • Translate product opportunities into user flows, prototypes, and high-quality designs • Partner closely with Engineering to solve problems in real time and ship quickly • Conduct user interviews, testing, and research to inform product decisions • Engage directly with users and the community to gather feedback and iterate on features • Design and run experiments to improve conversion, engagement, and retention • Analyze user behavior and cohort data to drive design decisions • Evolve and extend the design system to ensure consistency and scalability

• Own the end-to-end design of key product areas, including onboarding, loot box experiences, inventory systems, payments, and retention features • Translate product opportunities into user flows, prototypes, and high-quality designs • Partner closely with Engineering to solve problems in real time and ship quickly • Conduct user interviews, testing, and research to inform product decisions • Engage directly with users and the community to gather feedback and iterate on features • Design and run experiments to improve conversion, engagement, and retention • Analyze user behavior and cohort data to drive design decisions • Evolve and extend the design system to ensure consistency and scalability

• 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

• 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

• 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