About the role

Support Manager leading L1–L3 customer operations for Boxed.gg, a collectible-commerce platform. Managing agents, queue health, escalations, performance, and support economics.

Responsibilities

Serve as the sole formal people manager for all hourly L1 and L2 support agents
Own performance reviews, development plans, disciplinary conversations, and the direct employment relationship
Manage the Support Lead as a functional partner and direct report
Conduct regular 1:1s with all direct reports
Build and maintain development plans and hold agents accountable for capability growth
Own agent retention and address retention risks
Partner with the Head of CX on hiring decisions
Own queue health, including ticket volume, SLA adherence, workload distribution, and shift coverage
Build schedules, coverage plans, and handoff structures across evenings, overnights, and weekends
Manage support tooling and identify workflow friction
Coach case quality and validate resolution quality
Surface CX issues to product, fulfilment, and risk teams
Own Level 3 escalations, including payment disputes, churn-risk collectors, repeat contacts, and cases exceeding Support Lead authority
Acknowledge Level 3 escalations within target windows and provide player-facing status updates
Triage escalations and document root causes and outcomes
Use reporting and operational data to identify trends and drive decisions
Suggest data-informed customer-experience improvements
Frame operational decisions around collector retention, churn, and revenue
Track support economics, including cost per contact, deflection rates, AHT, and FCR
Meet team, people-management, escalation, SLA, CSAT, coverage, and resolution performance targets

2–4 years in a high-volume customer support environment
At least 1 year in a formal people management or senior lead capacity
Proven ability to manage performance, development, and retention for a team of hourly agents
Strong working knowledge of payments, fraud signals, escalation handling, and marketplace or platform support
Experience with at least one modern support platform: Intercom, Zendesk, or Gorgias
Experience with associated support-platform reporting tools
Clear, direct communication skills for coaching agents and presenting staffing cases to senior leadership
Ability to build and maintain schedules, coverage plans, and handoff structures without close supervision
Comfortable owning outcomes on shifts without senior leadership present
Knowledge of support economics: 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