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.

About the role

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.

Schedule

This position operates on a rotating schedule based on business and coverage needs. Candidates must be comfortable working any of the following 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. Availability for weekends, evenings, and holidays is also required.

Responsibilities

• 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.

Requirements

• 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 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.

Pay

The starting pay is $20.00 per hour during training and the probationary period. After that, agents can advance through our performance-based tier system, which ranges from $20.75 to $24.00 per hour. There’s no fixed timeline for tier progression — it’s all driven by performance.

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