Sportsbook and Online Casino Customer Support Agent - Standard Shift
Rush Street Interactive is seeking a Player Support Agent to act as the voice of its brands, BetRivers and PlaySugarHouse. The role involves delivering top-tier service to players through Live Chat, Email, and Phone. The agent will be a trusted problem-solver, a champion of seamless play, and an ambassador for the company's award-winning support, focusing on enhancing the player experience.
This is a hybrid role based in Collingswood, New Jersey. It begins with a four-week training programme, Monday through Friday from 9:00 AM – 5:00 PM, with the first day of training on-site at the Collingswood office. After training, the position transitions into an assigned schedule that operates on a rotating basis to meet business and coverage needs. Candidates must be comfortable working any of the standard shifts, which can range from 8:00 AM – 6:00 PM to 4:00 PM – 2:00 AM, and must have flexibility to rotate between these schedules.
- 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 programmes, and game rules.
- Investigate and escalate complex bugs, fraud signals, or account concerns.
- Propose smarter processes and help evolve the 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 players with detailed, personable support.
- 1+ years of customer service experience (call center, helpdesk, or online support preferred) (preferred)
- Strong communication skills, especially written-tone, grammar, and clarity matter (required)
- Familiarity with online platforms, mobile devices, browsers, and common tech troubleshooting (required)
- 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 (required)
- Highly reliable, self-motivated, and able to adapt in a fast-paced environment (required)
- Flexible schedule, including availability for weekends, evenings, and holidays (required)
- Experience or interest in sports betting and major U.S. sports is a major plus (nice-to-have)
- Active Gaming Control Board Licenses preferred or ability to obtain (preferred)
- 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 (required)
- Starting pay is $20.00 per hour during training and the probationary period, with advancement to $20.75 to $24.00 per hour based on performance.
- 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)
Rush Street Interactive is an online casino and sports betting operator founded in 2012 and headquartered in Chicago. It runs the BetRivers brand in regulated US states and Ontario, and RushBet in Colombia and Mexico. The company is listed on the New York Stock Exchange under the ticker RSI.