About Arena

We’re a digital entertainment company creating engaging online platforms people love. Since 2021, we’ve been building something different. Our brands include MetaWin, WOW Vegas, BetZoo Media, and Rolla with more to come.

Arena prioritises the use of innovative technology, decentralised where possible and builds with an AI first mindset to create the highest quality end product for our users. Not challenged by legacy systems, we are blue sky thinkers changing the landscape of digital entertainment.

Overview

We’re looking for a Head of Customer Experience to design and run a next-generation support operation powered by AI-first workflows. The role is a mix of strategy and execution: you’ll set the vision for customer experience, build the processes, and directly integrate Intercom with AI agents (Claude, custom LLMs, automation) to deliver a seamless support layer.

This is not a traditional CX role. We don’t want ticket processors, we want someone who can design a system where 80% of customer needs are resolved instantly with AI, while still building trust and satisfaction at scale.

Candidate Profile
Experience: 6–10+ years in customer experience, operations, or product support, ideally with fast-scaling startups.
AI-First Mindset: Hands-on with Intercom, AI chatbots, and automation workflows.
Systems Builder: Can design support structures that scale globally across Telegram, Discord, email, and Intercom.
Data-Driven: Obsessed with tracking CSAT, response times, and user journeys.
Crypto/Gaming Familiarity: Bonus if you’ve managed CX in Web3, gaming, or fintech.
Leadership: Able to hire, train, and lead a hybrid team of AI + human agents.

Responsibilities
Own all customer experience touch points (Intercom, Telegram, Discord, email).
Integrate Intercom with AI tools (Claude, custom bots, Intercom Fin) for instant resolutions.
Design tiered support workflows (AI handles L1, humans handle L2+ escalations).
Create knowledge bases, help docs, and AI training data to improve automated responses.
Partner with product and engineering teams to feed back customer insights into development.
Track and report on KPIs: resolution rate, average response time, CSAT, NPS.
Build and lead a small human support team to complement AI automation.
Ensure 24/7 coverage across time zones with AI + human mix.

What We Offer
Authority to design the full CX system from scratch with AI at the core.
Competitive pay + equity/token upside.
Budget for best-in-class tools (Intercom, AI integrations, analytics).
Freedom to innovate: experiment with bots, workflows, and customer automation.
A chance to build one of the most advanced AI-powered customer experiences in Web3.

Ideal Candidate 
You’ve scaled a customer support system for a high-growth SaaS, fintech, or Web3 company.
You’ve integrated Intercom bots or custom AI agents into live workflows.
You can show measurable results in reducing ticket volume and boosting satisfaction.
You’re comfortable being both strategic and hands-on.
You believe AI isn’t a replacement for CX, it’s an amplifier when designed well.