Experienced Customer Service Director – Player-Focused Online Gaming Brand

At arenaflex, we're on a mission to revolutionize the online gaming industry by putting players first, every time. 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 sets a new standard for player-centric service. To make that a reality, we need a Customer Service Director who shares our passion for excellence, responsiveness, and care.

Role Overview

As the Customer Service Director at arenaflex, you'll be responsible for leading and scaling our 24/7/365 player support operations across phone, live chat, and email. You'll 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 player 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 plans, and paid time off. We also offer a range of perks, including flexible work arrangements, professional development opportunities, and access to the latest technology and tools.

How to Apply

If you're passionate about delivering exceptional player experiences and want to be part of a dynamic and fast-paced team, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job