Sportsbook and Online Casino Customer Support Agent - Swing/Overnight 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're not just resolving issues—you’re leveling up the player experience!

Schedule

This role operates on either the Swing Shift or Overnight Shift schedule based on coverage needs. Candidates must be comfortable working any of the following shifts, depending on scheduling requirements:

• Swing Shift: 6:00 PM – 4:00 AM
• Overnight Shift: 12:00 AM – 10:00 AM

Flexibility to work these shifts, including weekends, evenings, and holidays, is a requirement for the position. This is a hybrid role based in Collingswood, NJ.

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.
• 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.
• 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.
• 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.

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)