Head of Player Experience

Triumph•San Francisco, CA

10h•Onsite

About The Position

We're looking for a Head of Player Experience to lead Triumph’s next-generation support and player experience. You’ll own the roadmap for how we support players across all products, manage a fully remote team of ~25 agents, and sit at the center of legal, product, and growth to ensure our policies, tooling, and engagement strategies are world-class. From everyday support to high-touch, VIP-style experiences, you’ll design and implement systems that keep players safe and engaged, and be the voice of the player in major decisions at the company. Through the processes and systems you create, shape the future of player experience for hundreds of thousands of players on the Triumph platform. This role reports directly to our Head of Product, Justin Jia, and partners closely with our Co-Founders and leaders across product, growth, legal, and engineering.

Requirements

6+ years of experience in high-growth customer success, player support, or similar roles. A background in gaming, sports betting, iGaming, or similar regulated environments is a strong plus.
2+ years of experience managing a distributed team of agents or support reps, including hiring, performance management, coaching, and developing future leaders.
Proven track record of owning response and resolution time targets, CSAT/NPS, and retention/engagement metrics; ability to use that data to systematically make improvements.
Deep familiarity with modern CX tools (e.g., Intercom or similar), ticketing/CRM platforms, and dashboards; able to design workflows, build reports, and translate insights into clear action plans.
Success in collaborating across teams and strong business-sense — you’ve worked closely with Product, Growth/Marketing, Legal, and Data to shape policies, shipping priorities, and customer-facing language.
Comfort operating in 24/7 environments with high volumes and time-sensitive escalations; you know how to build rotations, on-call structures, and playbooks that keep things running smoothly.
Excellent judgment and empathy in high-stakes situations involving real money and player well-being with the ability to balance player delight, long-term trust, and regulatory/operational constraints.
Builder mentality — you’re excited to design org structures, processes, and playbooks from scratch, iterate quickly, and adapt as Triumph’s products and player base evolve.
Genuine enthusiasm or interest in gaming, sports, collectibles, or casino-style experiences and the communities around them.

Responsibilities

Own Triumph’s end-to-end customer success and player experience strategy, including how we organize coverage, measure success, and continuously improve support quality across all products and channels.
Scale a fully remote team of support agents (currently 25 and growing!).
Design and optimize core player experience workflows (triage, escalation, incident management, VIP handoffs) to reduce response and resolution times while maintaining hospitality-level service.
Build and refine policies around player engagement, responsible usage, and high-risk scenarios in partnership with Legal, Product, and Growth.
Implement and own our support tooling stack (currently Intercom, internal tools, etc) that enable agents to work efficiently and consistently.
Define and track key performance indicators across support and success (CSAT, NPS, response and resolution SLAs, contact rate, escalation volume, churn/retention signals) and use these insights to drive strategy, staffing, and product decisions.
Help advocate as the “voice of the player” and influence the product roadmap by synthesizing themes from tickets, chats, and VIP feedback into clear product and policy recommendations.
Partner with Product and Growth to design and test new engagement programs, lifecycle journeys, and player education content that improve retention, trust, and lifetime value.