Retail Support Specialist — In-Store & Online

hardrockdigital; Tampa (FL); On-site; USD 32,000 - 48,000; Full time

Benefits offered by this job

Competitive pay and benefits

Flexible vacation allowance

Startup culture backed by a secure,全球-

Job summary

Hard Rock Digital seeks a Retail Support Specialist to handle customer queries at our in-person desk and across Email, Chat, and Phone. You will build relationships with players, resolve issues on first contact, and support online and mobile platforms within a fast-paced, metric-driven environment.

Training will cover gaming products and policies to ensure compliant, exceptional service. The role requires 2+ years of customer-facing experience, excellent communication, and the ability to adapt

Qualifications

• 2+ years of experience in a customer-facing role across multiple channels.
• Ability to commute to work on time every day.
• Availability to work flexible hours.
• Confidence to work in an in-person support role.
• Demonstrate personal excellence by remaining positive in difficult situations.
• Ability to work in a fast-paced, metric-driven environment with multitasking.
• Knowledge of sports betting, casino, and professional sports industry is a plus.
• Strong problem-solving skills and attention to detail.
• Willingness to learn and adapt to new software and processes.
• Excellent interpersonal, verbal, and written communication skills.
• Empathy, curiosity, humility, and flexibility.

Responsibilities

• Deliver world-class customer service at the in-person support desk.
• Provide support through Email, Chat, and Phone.
• Build meaningful relationships with players and ensure first contact resolution.
• Meet and exceed quality goals, productivity targets, and regulatory requirements.
• Navigate systems to assist players on online and mobile platforms.
• Follow policies while delivering a meaningful user experience.
• Adapt to changing environments and work collaboratively in a team.
• Possess necessary licenses as a regulated gaming company, if required.

Skills

Customer service experience

Multichannel support

Communication skills

Problem solving

Empathy and adaptability

Teamwork

Attention to detail

Time management

Job description

Hard Rock Digital seeks a Retail Support Specialist to handle customer queries at our in-person desk and across Email, Chat, and Phone. You will build relationships with players, resolve issues on first contact, and support online and mobile platforms within a fast-paced, metric-driven environment.

Training will cover gaming products and policies to ensure compliant, exceptional service. The role requires 2+ years of customer-facing experience, excellent communication, and the ability to adapt