Loot Labs, Inc

Support Specialist

Loot Labs, Inc

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

Web3

About the role

  • 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

Requirements

  • 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
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportSLA targetsCSATdata hygienefraud spottingpayment troubleshootingorder fulfillment processeschargeback recognitiondispute recognitiontyping speed 50+ wpm
Soft Skills
written communicationde-escalationconflict resolutionattention to detailreliabilityaccountabilitypatienceindependent judgmentadaptabilityproactive follow-up