Loot Labs, Inc

Customer Support

• 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

Support Specialist