Experienced Customer Service Director – Player-Focused Online Gaming Brand
At arenaflex, we're on a mission to revolutionize the online gaming industry by becoming the most player-focused brand in the USA. With a fast-growing customer base across sports, casino, lottery, and horse racing, and a bold rebrand launching in 2025, we're building something special – an all-in-one destination that puts players first, every time. To make that a reality, we need a Customer Service Director who shares our passion for excellence, responsiveness, and care.
Job Overview
The Customer Service Director is responsible for leading and scaling our 24/7/365 player support operations across phone, live chat, and email. You will manage a large team covering all US time zones, supporting every vertical – sports, casino, lottery, and horses – and acting as the voice of the player within the business. This is a hands-on leadership role that requires exceptional organizational, people, and process management skills. You'll be tasked with designing world-class support operations, ensuring every player query – whether it's a promo question, a payment issue, or an account concern – is resolved quickly, clearly, and professionally.
Key Responsibilities
### Leadership & Strategy
- Lead and grow a high-performing 24/7/365 customer support team with a culture of care, efficiency, and accountability
- Define and execute the customer support strategy aligned with the company's growth vision
- Build shift structures, escalation paths, and team coverage to meet real-time demand at all hours
### Operational Excellence
- Ensure SLAs, CSAT, and resolution metrics exceed industry benchmarks
- Implement and optimize systems for ticketing, reporting, QA, and knowledge management
- Collaborate with payment operations to quickly resolve deposit, payout, and wallet issues
- Ensure alignment with marketing on all promotional offers to equip teams to answer any promo-related questions
- Partner with product, sportsbook, and casino teams to provide rapid feedback loops and player insights
### Cross-Functional Collaboration
- Serve as the primary customer experience partner to the COO, Director of Operations, and department leads
- Work with compliance, risk, and legal teams to manage sensitive cases and ensure regulatory alignment
- Support affiliate and VIP teams with high-touch service needs
### People & Performance
- Recruit, train, and mentor support managers and agents
- Deliver coaching and training programs focused on player empathy, efficiency, and technical knowledge
- Monitor team performance and handle high-priority escalations as needed
### Player-Centric Culture
- Champion a “players-first” ethos across the organization
- Constantly gather and analyze player feedback to identify opportunities for improvement
- Innovate on customer service delivery – whether through automation, personalization, or tone of voice
What We're Looking For
* 10+ years of senior leadership in customer support roles, preferably in iGaming, e-commerce, or high-volume digital services
- Experience leading large, round-the-clock support teams across multiple time zones
- Deep understanding of support operations across sports betting, casino, or lottery verticals a major plus
- Strong collaboration skills – able to work with marketing, payments, product, and tech
- Proactive, resourceful, highly organized, and unshakably calm under pressure
- Clear, compassionate communicator with strong written and verbal skills
- Experience managing ticketing and CRM platforms (e.g., Zendesk, Freshdesk, Salesforce)
- Data-driven mindset, with a focus on continual performance optimization
What You'll Get
* A chance to help build the most responsive, respected support team in online gaming
- A seat at the leadership table, influencing how we grow and serve our growing player base
- Competitive compensation benefits
- A team-first culture with big ambitions and big heart
Work Environment and Company Culture
At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and empowering. Our team is passionate about delivering exceptional customer experiences, and we're looking for someone who shares that passion. We offer a dynamic and fast-paced work environment, with opportunities for growth and development. Our company culture is built on collaboration, innovation, and a commitment to excellence.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including a salary, benefits, and perks. Our benefits include health insurance, retirement savings, and paid time off. We also offer a range of perks, including flexible work arrangements, professional development opportunities, and a comprehensive onboarding program.
How to Apply
If you're passionate about delivering exceptional customer experiences and want to be part of a dynamic and fast-paced team, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you! Apply for this job