Poker Support Supervisor
About The Position
Rush Street Interactive (NYSE: RSI) is a market leader in online casino and sports betting, currently operating real-money gaming with our brands: BetRivers.com, PlaySugarHouse.com, and RushBet.co. We’re building bridges between online, social and land-based gaming businesses to create amazing, integrated experiences that keep players in the game. RSI’s Poker Player Support Supervisor will be instrumental in creating a world class experience for our poker players. They will own the development of internal and external knowledge articles. As well as own the development of the poker vertical training curriculum for the support team. The Poker Player Support Supervisor will be crucial in ensuring support agents assist players in compliance with all procedures and policies. This position will involve direct phone, email, and live chat communications with players. This position will require evening and weekend availability.
Requirements
- 2+ years of casino operations experience with supervisor experience is preferred.
- Experience with poker gameplay (online), poker procedures, terminology, rules, and regulations strongly preferred.
- Experience with gambling industry and industry terminology, standard promotions, and gameplay.
- Great written communication skills.
- Self-motivated and very reliable.
- Tech-savvy and efficient with computers, browsers, mobile devices.
- Ability to search, find answers, and instruct our players on remedies to a wide variety of issues.
- Must be able to obtain all required gaming licensing.
Responsibilities
- Development of support training curriculum for poker.
- Creation of customer-facing help center articles.
- Develop and ensure the adoption of internal support poker policies and procedures.
- Conduct continuous, thorough reviews of our customer-facing help center to ensure articles are up-to-date and relevant.
- Regularly review customer sentiment trends with members of the Poker Product team.
- Partner directly with the Poker Product team to share player insights and feedback to inform product improvements.
- Lead the team in exceptional customer service and ensure staff understands and delivers exceptional service.
- Own escalated customer inquiries to resolution.
- Monitor support live chat queue and respond to player inquiries and requests in real-time.
- Assist players in any Responsible Gaming inquiries and escalate all concerns.
- Escalate all suspected game integrity concerns to the poker fraud team.
- Escalate all incidents of Fraud, AML, and Risk to Risk and Payments team.
- Assist players with specifics about promotions, loyalty programs, and terms and conditions.
- Escalate all necessary issues to management in a timely fashion.
- Other duties as necessary and/or assigned.
Benefits
- Discretionary annual company bonus (Eligibility Varies by Role)
- 401(k) plan with 100% company match on the first 4%
- Comprehensive medical coverage (HSA & FSA plans), dental, and vision insurance
- Paid Time Off (Eligibility Varies by Role)
- Employee Assistance Program (EAP)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
