We’re building the world’s first Creator Casino: a creator-powered gaming network where influencers launch Rooms, run drops/missions, and monetize Originals built on top of certified game engines—powered by an AI Host layer and programmable incentives designed for high-frequency sessions and measurable creator performance.
This role helps us scale creator-led distribution, room economics, and session-velocity gameplay—without compromising trust, compliance, or margin.
Role Overview
We’re looking for a Head of CX & Community to run a combined Support + Community function—high-quality service, strong moderation, and a consistent voice across every player touchpoint.
This role is community-heavy and requires proven experience operating:
Discord (primary): daily chat presence, moderation, announcements, community programs
Social channels: fast, brand-safe engagement and escalation routing
Internal chat: tight coordination with VIP, CRM, Payments, Risk, and Product to keep answers consistent
Core Tools & Systems (where this role operates)
Intercom (ticketing, workflows, help center, QA)
SumSub (KYC eligibility + escalation context)
Greco (abuse/leakage escalations context)
Discord + Social Channels (community operations: moderation, announcements, engagement)
Chainalysis / TRM Labs / Elliptic (on-chain transaction monitoring + wallet risk screening)
Responsibilities
Own CX SLAs, QA scorecards, routing, and escalation trees.
Build and maintain the knowledge base and self-serve flows to reduce contact drivers.
Set standards for Discord moderation, announcements, and community programming.
Ensure social responses stay on-brand, fast, and correctly routed.
Turn community and support insights into structured, actionable feedback for Product/Ops.
Lead and coach the support/community team (coverage, quality, consistency of voice).
Required Skills & Experience
6+ years leading CX/support/community, with crypto casino / crypto gaming experience.
Proven experience running Discord-first communities (moderation, announcements, community programming).
Proven experience managing social channels (responses, escalation routing, brand-safe engagement).
Deep experience running chat-first support operations.
Strong operational discipline, calm escalation judgment, and high QA standards.
Ability to coordinate cross-functionally in fast-moving environments (internal chat + weekly cadence).
Nice to Have
Experience designing QA frameworks (scorecards, coaching loops, calibration).
Experience running incident communications and service recovery playbooks.
Experience building hiring plans, shift coverage models, and on-call/escalation rotations.
Bilingual (English/Spanish) is a plus.