Teams at Loot Labs

Manage hourly L1 and L2 support agents, including performance, development, retention, scheduling, and staffing. Own daily queue health, support tooling, SLA performance, shift coverage, operational reporting, and Level 3 escalations. Use support economics and operational data to improve customer experience, reduce churn, and coordinate issues with product, fulfillment, and risk teams.

Lead product features and initiatives across onboarding, games, social, retention, logistics, and the in-product economy. Define success metrics, coordinate Engineering and Design execution, translate customer and community insights into product decisions, and collaborate with Marketing, CX, and Operations. The role requires strong product judgment, analytics fluency, customer empathy, cross-functional communication, and comfort working in ambiguous, fast-paced environments.

Own the BOXED.GG product strategy, roadmap, customer journey, economy, inventory pipeline, and strategic initiatives. Drive business and customer outcomes through data-driven prioritization, analytics, experimentation, customer research, and cross-functional collaboration. The role requires defending product decisions, partnering closely with senior engineering and design teams, improving activation, retention, monetization, and referrals, and solving problems across marketing, growth, fulfillment, and support.