iGaming Customer Experience Specialist (Hybrid/Remote)

Resorts World NYC; New Brunswick (NJ); Hybrid; USD 40,000 - 56,000; Full time

Job summary

Resorts World NYC is seeking an iGaming Digital Marketing Customer Service Representative based in New Jersey to deliver top-tier support across channels, meet SLAs, and help players with account access, payments, promotions, and game inquiries.

You will join a hybrid team, work nights and weekends, stay updated on products, and help protect customers with anti-fraud measures while maintaining compliance.

Qualifications

• 1–2 years of customer support or service experience, preferably in iGaming or a regulated industry.
• Must currently reside in New Jersey and perform all work duties within the state
• Strong communication, adaptability, and problem-solving skills.
• Team player with a positive attitude, willingness to collaborate with colleagues, and a strong commitment to continuous learning and professional growth.
• Fluency in English, both written and spoken, is required; proficiency in additional languages is considered a strong asset.
• Ability to work rotating shifts, including nights, weekends, and holidays.
• Ability to work effectively in a remote environment with reliable internet access and a professional, distraction-free workspace.
• Detail-oriented with a commitment to maintaining service standards and compliance.
• Comfortable in a remote model with flexibility for training and team events.
• Position may involve occasional lifting/moving of items up to 25–50 lbs.

Responsibilities

• Deliver top-tier customer service across all support channels, maintaining service excellence and meeting defined SLAs.
• Resolve player complaints and resolve unresolved issues as needed.
• Assist players with a wide range of needs, including account access, payments, promotions, technical troubleshooting, and all other aspects of the player experience.
• Assist customers with game-related inquiries, helping them understand the rules, strategies, and features of various online casino games.
• Monitor and implement anti-fraud measures to protect both the company and its customers.
• Stay updated on company products, policies, and promotions to provide accurate information.
• Ensure adherence to security protocols and gaming regulations.
• Gather and relay player feedback to support continuous improvement.
• Maintain clear and accurate records of customer interactions.
• Collaborate with internal teams to enhance overall customer experience

Skills

Customer support experience

Strong communication

Problem-solving

Team player

Adaptability

Job description

Resorts World NYC is seeking an iGaming Digital Marketing Customer Service Representative based in New Jersey to deliver top-tier support across channels, meet SLAs, and help players with account access, payments, promotions, and game inquiries.

You will join a hybrid team, work nights and weekends, stay updated on products, and help protect customers with anti-fraud measures while maintaining compliance.