Support Manager

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Act as the primary formal people manager for all hourly L1 and L2 support agents.

• Take ownership of performance reviews, development plans, disciplinary discussions, and the direct employment relationship.

• Oversee the Support Lead as a functional partner and direct subordinate.

• Conduct regular one-on-one meetings with all direct reports.

• Create and uphold development plans, holding agents accountable for their growth in capabilities.

• Manage agent retention and proactively address retention risks.

• Collaborate with the Head of CX on recruitment decisions.

• Ensure queue health, which includes monitoring ticket volume, SLA compliance, workload distribution, and shift coverage.

• Develop schedules, coverage strategies, and handoff processes for evenings, overnight shifts, and weekends.

• Oversee support tools and identify areas of workflow friction.

• Provide coaching on case quality and validate the quality of resolutions.

• Bring CX issues to the attention of product, fulfillment, and risk teams.

• Manage Level 3 escalations, including payment disputes, churn-risk collections, repeat contacts, and cases that exceed the authority of the Support Lead.

• Acknowledge Level 3 escalations within target timelines and offer player-facing status updates.

• Triage escalations and document root causes and outcomes.

• Utilize reporting and operational data to identify trends and inform decision-making.

• Recommend data-driven improvements to customer experience.

• Frame operational choices around collector retention, churn, and revenue considerations.

• Monitor support economics, including cost per contact, deflection rates, AHT, and FCR.

• Achieve team goals related to people management, escalations, SLAs, CSAT, coverage, and resolution performance.

⛳️ Requirements

• 2–4 years of experience in a high-volume customer support setting.

• At least 1 year in a formal people management or senior lead role.

• Demonstrated ability to manage performance, development, and retention for a team of hourly agents.

• Strong understanding of payments, fraud signals, escalation management, and marketplace or platform support.

• Experience with at least one modern support platform, such as Intercom, Zendesk, or Gorgias.

• Familiarity with associated reporting tools from support platforms.

• Clear and direct communication skills for coaching agents and presenting staffing cases to senior leadership.

• Capability to build and maintain schedules, coverage plans, and handoff structures with minimal supervision.

• Comfortable taking ownership of outcomes during shifts without senior leadership oversight.

• Knowledge of support economics, including cost per contact, deflection rates, AHT, and FCR.

• Nice to have: background in gaming, collectibles, e-commerce, or marketplace platforms.

• Nice to have: experience supporting VIP or high-touch customer segments.

• Nice to have: familiarity with crypto or Web3 withdrawal and wallet concepts.

• Nice to have: experience managing a team through rapid growth or operational restructuring.

🏝️ Benefits

• Remote-first work; operate from anywhere globally.

• High autonomy, low ego, and a trust-based work environment.