Sportsbook and Online Casino Customer Support Agent - Swing/Overnight Shift
Rush Street Interactive is seeking a Player Support Agent to be the voice of its brands, BetRivers & PlaySugarHouse. The role involves delivering top-tier service to players through Live Chat, Email, and Phone, acting as a trusted problem-solver and ambassador for the company's gold-standard and award-winning support.
This position operates on either the Swing Shift or Overnight Shift schedule based on coverage needs. Candidates must be comfortable working any of the following shifts: Swing Shift: 6:00 PM – 4:00 AM, Overnight Shift: 12:00 AM – 10:00 AM. Flexibility to work these shifts is a requirement for the position.
This is a hybrid role based in Collingswood, NJ.
- 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 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)
- Strong typing proficiency and computer navigation skills required (required)
- Ability to efficiently multitask across multiple applications and systems while maintaining accuracy and attention to detail (required)
- Familiarity with online platforms, mobile devices, browsers, and common tech troubleshooting (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 (required)
- 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)
- 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.