Sportsbook and Online Casino Customer Support Agent - Standard Shift

27 Minutes ago • 1 Years + • $37,440 PA - $49,920 PA

Job Summary

Job Description

As a Player Support Agent at Rush Street Interactive, you will be the voice of our BetRivers & PlaySugarHouse brands, delivering top-tier service through Live Chat, Email, and Phone. This role involves providing empathetic support, helping players manage accounts, navigate responsible gaming tools, and resolve technical challenges. You will guide players through promotions and loyalty programs, investigate complex issues like bugs and fraud, and collaborate with various internal teams. Your goal is to enhance the player experience by offering detailed, personable, and seamless support, while also contributing to process improvements and the internal knowledge base.
Must have:
  • Deliver real-time, empathetic support across chat, email, and phone.
  • Help players manage accounts and navigate responsible gaming tools.
  • Solve player tech challenges and guide through game rules.
  • Guide players through promos and loyalty programs.
  • Investigate and escalate complex bugs, fraud, or account concerns.
  • Propose smarter processes and evolve internal knowledge base.
  • Thrive in multiple systems, queues, and workflows.
  • Liaise with Payments, Risk, Promotions, and Tech teams.
  • 1+ years of customer service experience (call center preferred).
  • Strong written communication skills (tone, grammar, clarity).
  • Familiarity with online platforms, mobile devices, browsers, tech troubleshooting.
  • Highly reliable, self-motivated, adaptable in fast-paced environment.
  • Flexible schedule, including weekends, evenings, and holidays.
  • Ability to obtain Active Gaming Control Board Licenses.
Good to have:
  • Experience or interest in sports betting and major U.S. sports.
Perks:
  • Discretionary annual company bonus
  • 401(k) plan with 100% company match on the first 4%
  • Comprehensive medical coverage (HSA & FSA plans), dental, and vision insurance
  • Paid Time Off
  • Employee Assistance Program (EAP)
  • 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 do
  • People-oriented environment and supportive atmosphere

Job Details

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.

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!

This role operates on a rotating Standard Shift schedule based on coverage needs. Candidates must be comfortable working any of the following shifts, depending on scheduling requirements:

  • Earliest shift: 8:00 AM – 6:00 PM
  • Latest shift: 4:00 PM – 2:00 AM

Flexibility to rotate between these shifts is a requirement for the position.

What You'll Do:

  • 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.

What You'll Bring:

  • 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.
  • 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.

This role offers a dynamic and ever-evolving experience at Rush Street Interactive. The starting pay is $18.00 per hour during training and the probationary period. After that, agents can advance through our performance-based tier system, which ranges from $19.50 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

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.

Location Eligibility: Open to candidates across the US (except California, Washington, Maryland, and New York).

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)

What Makes Us Great:

  • 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 do
  • 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.

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About The Company

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 was named the 2022 EGR North America Awards Operator of the Year, Customer Service Operator of the Year, and Social Gaming Operator of the Year. RSI is committed to industry-leading responsible gaming practices and seeks to provide its customers with the resources and services they need to play responsibly. 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.

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