Community Chat Lead Ambassador

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 Community Chat Lead Ambassador, reporting to the Player Support Manager, will oversee and set the overall direction of the community chat rooms. Mentor, coach, and train Community Chat Ambassadors in providing a positive, friendly and engaging experience to our player’s in the community chat rooms. Create suggestive language, policies and procedures to ensure the Community Chat Ambassadors have the tools needed to effectively communicate with players via community chat. Ensure that all chat guidelines are upheld, and all marketing efforts are communicated in a clear, concise and friendly way. The Community Chat Lead Ambassador will create original and exciting promotional campaigns that will retain our core community chat participants and introduce community chat to new players.

Essential Responsibilities:

• Monitor all aspects of the community chat room
• Ensure that the community chat guidelines are upheld
• Lead the creation of original and innovative promotional campaigns and events to engage current and acquire new community chat participants.
• Responsible for the scheduling, training, development, evaluation, and accountability of the Community Chat Ambassador team.
• Lead the team in exceptional Customer Service and ensure staff understands and delivers exceptional Service
• Own escalated customer inquiries to resolution.
• Create suggested language for other team members to utilize in community chat and other means of player communication
• Ensure that all inquiries are being addressed in community chat and follow up with team members concerning any missed communications or opportunities
• Coordinate, prepare and manage all community chat room events, promotions and giveaways
• Assist players in any Responsible Gaming inquiries and account responsible gaming settings and escalate all potential issues.
• Assist the Player Support Leads with monitoring of Player Support Agents and completion of Player Support Lead tasks as needed based on volume.
• Perform payment approvals for small transactions while following processes to identify Fraud, AML, and risk.
• Escalate all incidents of Fraud, AML, and Risk to Payments & Risk Manager for review
• Assist players with specifics about promotions, loyalty programs and terms and conditions
• Escalate all necessary issues to management in a timely fashion
• Provide feedback to product team and management team about player issues

Required Knowledge and Skills:

• Experience with computers, browsers, mobile devices
• Ability to search, find answers, and instruct our players on remedies to a wide variety of issues
• Great written communication skills
• Self motivated and very reliable
• Experience with gambling industry and industry terminology, standard promotions, and gameplay #LI-HYBRID

• Comprehensive compensation
• Work-life balance initiatives
• Autonomy – we embrace personal freedom and responsibility
• Creativity – we are open to new ideas of how we can be better
• Growth – we want you to develop personally as well as professionally
• Top-notch professionals who are passionate about what they doing
• People-oriented environment and supportive atmosphere

As a rapidly growing company in an emerging industry, you’ll have a huge impact on our product and our company. We like proactive team members and strive to have a company of self-disciplined professionals who enjoy collaboration, having fun, and of course, achieving together what others believe to be improbable. We are dedicated to treating everyone with respect and to support your professional and personal growth.

Rush Street Interactive is an equal opportunity employer and committed to a diverse and inclusive workplace. All qualified applicants will be considered for employment without regard to race, national origin, ancestry, sex, sexual orientation, sexual identity and expression, marital status, family status, lifestyle, age, culture, religion, military and veteran status, citizenship, or disability.

Be at the forefront of this ground-breaking industry! Apply now!