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. 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 role operates on either the Swing Shift or the Overnight Shift, based on coverage needs. Candidates must be comfortable working the following schedules: Swing Shift: 6:00 PM – 4:00 AM Overnight Shift: 12:00 AM – 9:00 AM Flexibility to work either of these shifts, as scheduled, is a requirement for the position. 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. 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, whether you apply or not. Compensation: The starting pay is $18.00 per hour during training and the probationary period. After that, agents can advance through our performance-based tier system, which ranges from $19.50 to $24.00 per hour. There’s no fixed timeline for tier progression — it’s all driven by performance. We’re focused on providing our Player Support Agents with top-tier training, resources, and guidance to help them grow and succeed at their own pace. #LI-HYBRID Location Eligibility: Open to candidates across the US (except California, Washington, Maryland, and New York). 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) Equal Opportunity Employer: Rush Street Interactive is an equal opportunity employer and committed to a diverse and inclusive workplace. All qualified applicants will be considered for employment without regard to race, national origin, ancestry, sex, sexual orientation, sexual identity and expression, marital status, family status, lifestyle, age, culture, religion, military and veteran status, citizenship, or disability. #J-18808-Ljbffr