Sportsbook and Online Casino Customer Support Agent - Standard Shift at Rush Street Interactive in New Jersey

Job description

• Be the voice of our brands BetRivers & PlaySugarHouse. As a Player Support Agent, you’ll deliver top-tier service to our players through Live Chat, Email, and Phone. You'll be a trusted problem-solver, a champion of seamless play, and an ambassador of our gold-standard & award-winning support. You’re not just resolving issues—you’re leveling up the player experience!

Responsibilities

• Deliver real-time, empathetic support across chat, email, and phone.
• Help players manage accounts, navigate responsible gaming tools, and solve tech challenges.
• Guide players through promos, loyalty programs, and game rules.
• Investigate and escalate complex bugs, fraud signals, or account concerns.
• Propose smarter processes and help evolve our internal knowledge base.
• Thrive in multiple systems, queues, and workflows—without skipping a beat.
• Investigate and escalate technical bugs, account issues, or fraud risks as needed.
• Liaise with Payments, Risk, Promotions, and Tech teams to resolve complex or escalated issues.
• Proactively contribute to a positive, collaborative team culture.
• Amplify the iGaming experience of our players with detailed, personable support.

Requirements

• 1+ years of customer service experience (call center, helpdesk, or online support preferred).
• Strong communication skills, especially written—tone, grammar, and clarity matter.
• Familiarity with online platforms, mobile devices, browsers, and common tech troubleshooting.
• Strong typing proficiency and computer navigation skills required, including the ability to efficiently multitask across multiple applications and systems while maintaining accuracy and attention to detail.
• Highly reliable, self-motivated, and able to adapt in a fast-paced environment.
• Flexible schedule, including availability for weekends, evenings, and holidays.
• Experience or interest in sports betting and major U.S. sports is a major plus.
• Active Gaming Control Board Licenses preferred or ability to obtain.
• In this position, you will be required to obtain and maintain a license with one or more gaming regulatory agencies. It is a requirement of this position that you meet the relevant eligibility requirements and remain eligible to obtain and hold such a license at all times during your employment, whether you apply or not.

Skills

Required

• Customer service
• Strong written communication
• Tech troubleshooting
• Typing proficiency
• Computer navigation
• Multitasking
• Attention to detail
• Reliability
• Self-motivation
• Adaptability
• Flexible schedule

Preferred

• Experience or interest in sports betting
• Knowledge of major U.S. sports
• Active Gaming Control Board License

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)
• This role offers a dynamic and ever-evolving experience at Rush Street Interactive. The starting pay is $20.00 per hour during training and the probationary period. After that, agents can advance through our performance-based tier system, which ranges from $20.75 to $24.00 per hour. There’s no fixed timeline for tier progression — it’s all driven by performance. We’re focused on providing our Player Support Agents with top-tier training, resources, and guidance to help them grow and succeed at their own pace. #LI-HYBRID #LI-DNP
• This role spans a wide breadth of experience at Rush Street Interactive, welcoming candidates with diverse experiences, backgrounds, and locations. The pay range reflects potential variations in experience, skills, and location. The pay range does not reflect total compensation, which includes base pay, benefits, and/or bonuses. For candidates outside the US (Canada, Europe, Latin America), we take a locally informed approach to compensation and will share specific ranges based on your country of residence.
• $20 - $24 USD