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Lead Player Support Agent

Collingswood, NJ

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.

This position will involve direct communications with players via phone, email and live chat.  Assist management in the training and development of new team members. Mentor, coach, and train the player support agent team in providing day to day communications with players as well as providing detailed information concerning promotions, payments, gameplay and other inquiries. Assist players in account management, registration, payments questions, and advise on all current promotions and marketing efforts.  Additional areas of responsibilities include payment approvals, fraud investigations, and problem gambling identification.

What You Won't Find Anywhere Else:

  • Four days on, three days off per week
  • Fun office atmosphere with nitro coffee on tap, carefully curated snacks, and sports playing all day
  • Ability to learn about a fast growing industry
  • With hard work and determination, opportunity to quickly advance in a fast growing company
  • Proven history of internal advancement
  • Positive work environment with emphasis on work/life balance

What You'll Do:

  • Responsible for the scheduling, training, development, evaluation, and accountability of the Player Support Agent team.
  • Lead the team in exceptional Customer Service and ensure staff understands and delivers exceptional Service
  • Own escalated customer inquiries to resolution.
  • Monitor support email queue and respond to player inquiries and requests within established response times while upholding quality control standards
  • Monitor support live chat queue and respond to player inquiries and requests in real time
  • Manage multiple chat communications simultaneously with multiple players
  • Contact players with phone support for any player requiring assistance and requesting phone communications
  • Perform manual ID and document inspection to verify player identity and account information verification
  • Assist players in account management and updating player information
  • Provide players with any reporting or documentation involving their account transactions, gaming history, loyalty award accumulations and any other requested information
  • Assist players in geolocation issues and provide steps for remedy
  • Assist players in any Responsible Gaming inquiries and account responsible gaming settings and escalate all potential issues
  • Assist players in troubleshooting computer, browser, application installation, or any other technical issues to assist the player in successful account creating and an enjoyable gaming experience
  • Assist players in payments related questions and transactions
  • Perform payment approvals for small transactions while following processes to identify Fraud, AML, and risk.
  • Escalate all incidents of Fraud, AML, and Risk to Payments & Risk Manager for review
  • Assist players with specifics about promotions, loyalty programs and terms and conditions
  • Assist players and respond to inquiries in community chat
  • Support call center team in real time with any issues and information
  • Escalate all necessary issues to management in a timely fashion
  • Provide feedback to product team and management team about player issues
  • Other duties as necessary and/or assigned.

What You'll Bring:

  • Experience with computers, browsers, mobile devices
  • Ability to search, find answers, and instruct our players on remedies to a wide variety of issues
  • Great written communication skills
  • Self motivated and very reliable
  • Experience with gambling industry and industry terminology, standard promotions, and gameplay

In this position, you may 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 you are eligible to obtain and hold such license at all times of your employment, whether you apply or not. #LI-HYBRID

This role spans a wide breadth of experience at Rush Street Interactive, welcoming candidates with diverse experiences, backgrounds, and locations. The salary range reflects potential variations in experience, skills, and location. The salary range does not reflect total compensation, which includes base salary, benefits, and/or bonuses. For candidates outside the US (Canada, Europe, Latin America), we take a locally informed approach to compensation and will share specific ranges based on your country of residence.

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)

Pay Range

$61,000 - $61,000 USD

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

As a rapidly growing company in an emerging industry, you’ll have a huge impact on our product and our company. We like proactive team members and strive to have a company of self-disciplined professionals who enjoy collaboration, having fun, and of course, achieving together what others believe to be improbable. We are dedicated to treating everyone with respect and to support your professional and personal growth.

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.

Be at the forefront of this ground-breaking industry! Apply now!

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