Sportsbook and Online Casino Customer Support Agent - Swing/Overnight Shift
Rush Street Interactive is seeking a dedicated Customer Support Agent to join our team, focusing on our BetRivers and PlaySugarHouse brands. This role is integral to delivering exceptional service to our players through live chat, email, and phone support. As a key member of our customer support team, you will play a vital role in enhancing the player experience and upholding our commitment to excellence in the online gaming industry.
In this position, you will be responsible for assisting players with account management, navigating responsible gaming tools, and resolving technical issues. Your day-to-day tasks will include guiding players through promotions, loyalty programs, and game rules, as well as investigating and escalating complex issues such as technical bugs, fraud signals, or account concerns. Collaborating with various departments, including Payments, Risk, Promotions, and Tech teams, will be essential to effectively address and resolve player inquiries.
The ideal candidate will have at least one year of customer service experience, preferably in a call center, helpdesk, or online support environment. Strong written communication skills are essential, with an emphasis on tone, grammar, and clarity. Familiarity with online platforms, mobile devices, browsers, and common technical troubleshooting methods is required. Candidates must be highly reliable, self-motivated, and adaptable to a fast-paced environment. Flexibility in scheduling, including availability for weekends, evenings, and holidays, is necessary. An interest or experience in sports betting and major U.S. sports is a significant plus. Additionally, the ability to obtain and maintain a Gaming Control Board License is required.
This position offers a starting pay of $20.00 per hour during training and the probationary period. Following this period, agents can progress through a performance-based tier system, with pay ranging from $20.75 to $24.00 per hour. There is no fixed timeline for progression; advancement is driven by individual performance. We are committed to providing our Player Support Agents with comprehensive training, resources, and guidance to support their growth and success within the company.
At Rush Street Interactive, we value work-life balance and offer initiatives to support our employees in achieving it. We embrace personal freedom and responsibility, fostering an environment that encourages creativity and the exploration of new ideas. Our team comprises top-notch professionals who are passionate about what they do, creating a people-oriented and supportive atmosphere. As a rapidly growing company in an emerging industry, joining our team means having a significant impact on our products and company direction. We are dedicated to treating everyone with respect and supporting both professional and personal growth.