Sportsbook and Online Casino Customer Support Agent - Swing Shift
About The Position
Rush Street Interactive is hiring a Player Support Agent to represent its BetRivers and PlaySugarHouse brands and deliver support to players through live chat, email, and phone. The role involves resolving player issues, supporting seamless play, and providing detailed, personable service in a fast-paced, evolving online gaming environment. This is a hybrid position based in Collingswood, New Jersey, with a required swing-shift schedule of 6:00 PM–4:00 AM. Candidates must be available to work evenings, weekends, and holidays. The starting pay is $20.00 per hour during training and the probationary period. Afterward, agents may progress through a performance-based tier system paying $20.75–$24.00 per hour; progression has no fixed timeline and is driven by performance. The position requires obtaining and maintaining any applicable gaming regulatory agency license and continuing to meet eligibility requirements. Rush Street Interactive describes its environment as collaborative, supportive, and oriented toward professional and personal growth. The company uses AI-assisted tools at select stages of hiring, but recruiting and hiring teams make final decisions.
Requirements
- At least 1 year of customer service experience; call center, helpdesk, or online support experience is preferred.
- Strong communication skills, particularly written communication, including appropriate tone, grammar, and clarity.
- Strong typing proficiency and computer navigation skills.
- Ability to multitask efficiently across multiple applications and systems while maintaining accuracy and attention to detail.
- Familiarity with online platforms, mobile devices, browsers, and common technical troubleshooting.
- Reliability, self-motivation, and adaptability in a fast-paced environment.
- Availability for the required swing shift, including evenings, weekends, and holidays.
- Must meet applicable eligibility requirements and obtain and maintain one or more required gaming regulatory licenses throughout employment.
Nice To Haves
- Experience or interest in sports betting and major U.S. sports.
- Active Gaming Control Board licenses, or the ability to obtain them.
- Call center, helpdesk, or online support experience.
Responsibilities
- Provide empathetic, real-time support to players through chat, email, and phone.
- Help players manage accounts, use responsible gaming tools, and resolve technical challenges.
- Explain promotions, loyalty programs, and game rules.
- Investigate and escalate technical bugs, account issues, fraud signals, and other complex concerns.
- Coordinate with Payments, Risk, Promotions, and Tech teams to resolve complex or escalated issues.
- Recommend process improvements and contribute to the internal knowledge base.
- Work across multiple systems, queues, and workflows while maintaining service quality.
- Contribute to a positive and collaborative team culture.
- Provide detailed, personable support that enhances the player experience.
Benefits
- Discretionary annual company bonus; eligibility varies by role.
- 401(k) plan with a 100% company match on the first 4%.
- Medical coverage, including HSA and FSA plans.
- Dental insurance.
- Vision insurance.
- Paid time off; eligibility varies by role.
- Employee Assistance Program (EAP).
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
