Customer Experience Manager

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.

Join our dynamic brand to lead the MetaWin Customer Experience team, specialising in delivering market leading support to our Crypto Gaming and Competitions audience. We are looking for an individual with exceptional team leadership skills from a Customer Service background, and ideally with a passion for crypto. Reporting directly to the Chief Operating Officer, you will play a pivotal role in delivering top-notch service to our customers in the casino, crypto, and NFT spaces.

Key Responsibilities:

• Customer Support: Lead & guide a team to provide excellent customer service by addressing inquiries, resolving issues, and ensuring a positive customer experience

• Team Collaboration: Work closely with our Community Manager and other team members to escalate and resolve complex customer issues

• Assess opportunities for automation and AI integration within Customer Services

• Crypto Expertise: Utilise your knowledge of cryptocurrency to assist customers in navigating crypto-related concerns and inquiries.

• Industry Awareness: Stay informed about developments in the casino, crypto, and NFT industries to better understand customer needs and concerns.

• Adaptability: Thrive in a dynamic environment, adapting to changes in industry trends and customer expectations.

• Process Adherence: Follow established processes and procedures while identifying opportunities for improvement

Qualifications & Experience:

• Customer Service Experience: Previous experience in a team leadership for customer service role, with a focus on delivering exceptional service.

• Crypto Enthusiast: A genuine interest in cryptocurrency and a basic understanding of crypto concepts

• Industry Curiosity: Eagerness to learn about the casino, crypto, and NFT industries and apply that knowledge to customer interactions

• Communication Skills: Clear and effective communication skills, both written and verbal

• Problem-Solving: Ability to analyse and solve customer issues, escalating when necessary

• Open to work shifts