iCasino Support Specialist - Real-Time Case Resolver

Caesars Sportsbook & Casino; Las Vegas (NV); On-site; USD 42,000 - 65,000; Full time

Job summary

Caesars Digital is seeking an iCasino Support Agent to manage inbound iCasino cases and deliver exceptional customer experiences. You will document interactions, stay compliant with regulatory standards, and serve as a liaison for inquiries outside the Customer Support department.

Join a dynamic team in Las Vegas, collaborating with executives, marketing, compliance, and regulatory affairs to resolve complex issues while maintaining the highest standards of service and integrity.

Qualifications

• Customer support experience in iGaming or tech-driven environments.
• Ability to work independently with minimal supervision.
• Excellent verbal and written communication skills.
• Willingness to work nights, holidays, and weekends.

Responsibilities

• Lead real-time case management for iCasino customer contacts within SLAs.
• Analyze data trends with operations management to improve service quality.
• Investigate and resolve incidents using third-party back‑office systems.
• Identify pain points and collaborate across departments for timely resolutions.
• Grow knowledge of iCasino platforms to assist with inquiries.
• Collaborate with iGaming vendors to troubleshoot game-related issues.
• Maintain compliant resolutions aligned with state and federal regulations.

Skills

Customer Support

iGaming

Technical experience

Independent worker

Excellent communication

Night/weekend availability

Calm under pressure

Job description

Caesars Digital is seeking an iCasino Support Agent to manage inbound iCasino cases and deliver exceptional customer experiences. You will document interactions, stay compliant with regulatory standards, and serve as a liaison for inquiries outside the Customer Support department.

Join a dynamic team in Las Vegas, collaborating with executives, marketing, compliance, and regulatory affairs to resolve complex issues while maintaining the highest standards of service and integrity.