About the job

About Us

We operate two of the largest and fastest-growing social sweepstakes casinos in the United States—Chanced.com and Punt.com.

We manage a high-volume customer operation, fielding tens of thousands of inbound inquiries per week, supported by a global team of 50+ customer support agents (L1, L2, QA). As we scale, we are looking for an experienced Head of Customer Experience to elevate our customer journey, enhance retention, and build world-class operational excellence across every touchpoint.Role Overview

The Head of CX will own the entire customer lifecycle, from first impression to ongoing loyalty. This is both a strategic and hands-on role: you will design the customer experience vision while also implementing structure, training, KPIs, quality frameworks, escalation guidelines, and processes to optimize performance across our 50+ agent support organization.

You will work cross-functionally with Product, Engineering, CRM, VIP, Fraud/Risk, and Marketing to improve the user journey, reduce friction, improve sentiment, and deliver a consistently excellent experience at scale.Key ResponsibilitiesCustomer Support Leadership (High-Volume Operations)

Oversee a large customer support organization (50+ agents), including L1, L2, QA, and Team Leads.

Build and implement SOPs, workflows, and response frameworks to support high inbound volume environments.

Set clear, data-driven KPIs for the team (CSAT, FRT, ART, QA scores, contact rate, escalation %).

Establish and run a QA and training program to upskill agents, improve accuracy, and ensure consistency.

Introduce improved shift planning, workforce management, and load balancing to maintain SLAs.

Customer Experience Strategy

Own the end-to-end customer journey, identifying friction points and improving conversion, onboarding, and retention.

Develop a Voice of Customer program, synthesizing support data into actionable insights for product and leadership.

Partner with Product to eliminate recurring issues and reduce inbound ticket volume.

Shape the company-wide CX vision and ensure alignment across Support, CRM, VIP, and Operations.

Training & Team Development

Conduct comprehensive training for all support staff on tone, quality, product knowledge, and customer psychology.

Build a structured onboarding curriculum for new agents.

Implement ongoing coaching and performance reviews to raise overall team caliber.

Cross-Functional Collaboration

Work with CRM to design customer journeys that balance engagement and support efficiency.

Work with VIP and Operations to ensure high-value players receive white-glove treatment.

Collaborate with Fraud & Payments to streamline verification and dispute processes.

Provide weekly insights to Product and Engineering based on ticket data.

Data & Reporting

Create detailed dashboards for KPIs, trends, and root-cause analysis.

Track customer sentiment metrics (CSAT, NPS, CES) and own continuous improvement.

Forecast support volume and staffing needs across multiple geographies and time zones.

Requirements

5–10+ years experience in CX, Customer Support, or Operations, ideally in gaming, fintech, or another high-volume online consumer business.

Experience managing large support teams (30–100+ agents).

Deep familiarity with Intercom, Zendesk, or similar platforms.

Proven ability to build scalable processes, KPIs, QA frameworks, and training programs from the ground up.

Strong analytical skills; able to turn raw ticket data into actionable changes.

Exceptional leadership, communication, and stakeholder management abilities.

Comfortable working in fast-paced environments where speed and quality both matter.

Nice-to-Have

Experience in iGaming, sweepstakes, social casino, or high-trust consumer products.

Experience working with VIP operations, payments, fraud, or KYC/KYB workflows.

Background scaling support organizations in 24/7 global operations.

What We Offer

Opportunity to lead CX at one of the fastest-growing gaming companies in North America.

Ability to shape the experience for users in a high-growth environment.

Competitive compensation and performance-based incentives.

High ownership, autonomy, and direct impact on the player experience and company revenue.