Support Specialist – Casino Player

Hard Rock Digital•Toronto, ON

2d•Hybrid

About The Position

Hard Rock Digital is focused on becoming the best online sportsbook, casino, and social gaming company globally. We are building a team passionate about learning, operating, and developing new products and technologies for millions of consumers. We value every customer interaction, experience, behavior, and insight, ensuring authenticity in all our actions. Leveraging the established Hard Rock and Seminole Tribe of Florida brands, known worldwide for gaming, entertainment, and hospitality, we are bringing this legacy to the digital space. This role handles player issues that cannot be resolved at the initial contact point. It serves as a bridge between frontline support and the operational, technical, and compliance functions necessary for resolution. The position involves managing complex escalations across internal teams, game studios, and third-party suppliers, ensuring cases are tracked, properly documented, and addressed with appropriate urgency.

Requirements

Minimum two years of experience in online casino operations, player support, or a closely related function
Working knowledge of regulated online gaming markets, with New Jersey experience strongly preferred
Strong investigative instincts and comfort working through complex, ambiguous problems
Familiarity with game round data, transaction records, and back-office tools used in online casino environments
Experience working cross-functionally across customer service, compliance, and technical teams
Exceptional written and verbal communication skills, with the ability to convey sensitive findings clearly to internal stakeholders
Familiarity with Atlassian Jira and Confluence for issue tracking and documentation
Naturally curious, with a habit of digging one level deeper than the question that was asked

Nice To Haves

Available to work primetime evening shifts, approximately 4pm to 12am with some flexibility around that window, including weekend nights as a regular part of the schedule

Responsibilities

Act as the liaison between customer service teams and internal operational, technical, and compliance functions
Investigate complex player complaints end to end, including game round disputes, account issues, bonus discrepancies, and payment concerns
Work with game studios and third-party suppliers to resolve platform and game-level issues affecting players
Proactively flag patterns in player activity that point to platform problems, configuration errors, or compliance risk
Ensure escalated issues are handled within regulatory timeframes and documented accordingly
Interpret transaction data and game round records to reconstruct sessions and support dispute resolution
Surface recurring issues to operations and product teams and help drive fixes upstream
Build and maintain resolution guides that help frontline teams handle more without escalating
Take immediate action to protect players and the business when live issues are identified