iCasino Support Specialist — Real-Time Case Leader

Caesars Entertainment; Las Vegas (NV); On-site; USD 42,000 - 54,000; Full time

Job summary

Caesars Entertainment is seeking an iCasino Support Agent to deliver exceptional customer experiences by managing inbound iCasino cases and documenting interactions with precision. You will serve as the primary liaison for inquiries outside the Customer Support department, collaborating with executive leadership, Marketing, Compliance and Regulatory Affairs to address and resolve complex cases efficiently.

The role requires night, holiday and weekend availability, strong written and verbal

Qualifications

• Customer support, iGaming, and technical experience required.
• Excellent verbal and written communication skills.
• Ability to work independently with minimal supervision.
• Must be available to work nights, holidays, and weekends.

Responsibilities

• Lead real-time case management for inbound iCasino contacts within SLAs.
• Analyze casino data and trends to improve service quality.
• Investigate and resolve customer incidents using back-office systems.
• Identify customer pain points and coordinate across departments for timely resolutions.
• Become proficient in iCasino platforms to handle diverse inquiries.
• Collaborate with iGaming vendors to identify game-related issues and solutions.
• Maintain strong relationships across the organization to support case resolution.
• Ensure fair dispute handling in line with House Rules and compliance requirements.

Skills

Customer support

iGaming experience

Technical aptitude

Communication skills

Job description

Caesars Entertainment is seeking an iCasino Support Agent to deliver exceptional customer experiences by managing inbound iCasino cases and documenting interactions with precision. You will serve as the primary liaison for inquiries outside the Customer Support department, collaborating with executive leadership, Marketing, Compliance and Regulatory Affairs to address and resolve complex cases efficiently.

The role requires night, holiday and weekend availability, strong written and verbal