Director of Customer Experience

At Arena Club, we’re igniting a collectibles revolution. Backed by legendary 5× World Series Champion Derek Jeter and trailblazer Brian Lee, we’ve launched the first-ever digital card show—a dynamic marketplace where innovation, transparency, and pure excitement drive everything we do. Our cutting-edge platform offers unparalleled grading, authentication, secure vaulting, and digital pack openings (Slab Packs ®), giving collectors the power to curate unique online showrooms and redefine their collecting experience.

About the Role

We are seeking a Director of Customer Experience to lead support, fraud monitoring, community engagement, and operational systems — all through a deeply AI-first lens. You’ll be part of the management team
, work directly with both co-founders, and be given significant autonomy to build, refine, and scale the entire CX function.

You won’t be starting from scratch; you’ll inherit a functioning team of onshore and offshore agents, existing processes, and solid foundations. Your mandate is to take everything to the next level — elevate service quality, scale automation, tighten systems, reduce operational cost, prevent fraud, improve community engagement, accelerate product feedback loops, and shape the entire customer experience across the Arena Club ecosystem.

This is not a traditional support role. The ideal leader is a strategic operator who understands people, systems, and technology — someone who leverages AI to remove friction, solve complex operational problems, and deliver a customer experience collectors trust. You’ll work closely with Product, Engineering, Operations, Marketing, QA, and Finance, acting as the voice of the customer and ensuring issues raised through CX lead to true product and platform fixes.

What You’ll Do

• Lead our customer experience org — including offshore agents — with clear expectations, coaching, and high accountability.
• Oversee hiring, onboarding, training, and performance management as the team expands.
• Establish and enforce SLAs, quality guidelines, and operational discipline across all workflows.

• Architect CX workflows where automation is the default — not the afterthought.
• Identify repetitive or high-friction processes and replace them with intelligent automation.
• Partner with Product & Engineering to power support tooling with real-time data and AI-driven logic.
• Create and maintain an automation roadmap that lifts CSAT, reduces cost, and increases team efficiency.

• Translate recurring CX themes into actionable insights for Product, Design, and Engineering.
• Collaborate closely with QA to ensure bugs identified by the CX team are triaged, prioritized, and fixed.
• Anticipate support implications for upcoming releases and own FAQ and knowledge-base updates.
• Maintain tight feedback loops between user behavior, product issues, and system improvements.

• Handle the most complex customer escalations with empathy, speed, and full accountability.
• Lead service recovery for high-risk or sensitive issues.
• Oversee settlements, negative CSAT recovery, reputational-risk cases, and VIP-style escalations.
• Monitor payment risk, marketplace abnormalities, promo abuse, and suspicious behavioral patterns.
• Build proactive detection systems with Product & Engineering to prevent fraud at the source.
• Maintain strict audit standards and ensure financial and platform integrity across all flows.

• Keep a pulse on Discord sentiment and identify emerging themes or product issues.
• Support Marketing on community activations, messaging, and engagement strategies.
• Strengthen customer trust by making community spaces positive, helpful, and well-managed.

• Own CSAT, automation coverage, response times, resolution quality, fraud KPIs, and operational efficiency.
• Build dashboards that surface customer trends, escalation patterns, and system performance in real time.
• Create a culture rooted in speed, accuracy, and customer trust — with continuous improvement at the core.

Basic Qualifications

• 3+ years of experience in customer experience, CX operations, trust &…