Sportsbook and Online Casino Customer Support Agent - Standard Shift

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 hybrid role, based in Collingswood, NJ, begins with a 4 week training program, Monday through Friday from 9:00 AM – 5:00 PM. The first day of training is on-site at our Collingswood office. After training is completed, you will transition into your assigned schedule. This position operates on a rotating schedule based on business and coverage needs. Candidates must be comfortable working any of the following shifts: Standard Shifts: Earliest shift: 8:00 AM – 6:00 PM Latest shift: 4:00 PM – 2:00 AM Flexibility to rotate between these schedules, depending on staffing needs, is required. 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. 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 lice...