Sportsbook and Online Casino Customer Support Agent - Swing/Overnight Shift

Rush Street Interactive; New Jersey; On-site; USD 27,552 - 33,062; Full time

Benefits offered by this job

Discretionary annual bonus

401(k) plan with 100% company match on

Comprehensive medical coverage (HSA &F

Paid Time Off

Employee Assistance Program (EAP)

Job summary

Rush Street Interactive, based in Collingswood, NJ, seeks a Player Support Agent to deliver real-time, empathetic help across chat, email, and phone.

You'll assist players with account management, responsible gaming tools, promos, and game rules while thriving in a fast-paced, multi-system environment. Open to weekend/evening coverage with training followed by progression opportunities.

Qualifications

• 1+ years of customer service experience in call center, helpdesk, or online support.
• Strong written communication, tone and grammar matter.
• Strong typing and ability to multitask across multiple apps.
• Familiarity with online platforms, mobile devices, browsers, and basic troubleshooting.
• Highly reliable, self-motivated, and adaptable in a fast-paced environment.
• Flexible schedule, including weekends, evenings, holidays.
• Experience or interest in sports betting and major U.S. sports is a plus.
• Active Gaming Control Board Licenses preferred or ability to obtain.

Responsibilities

• Deliver real-time, empathetic support via chat, email, and phone.
• Help players manage accounts and use responsible gaming tools.
• Guide players through promos, loyalty programs, and game rules.
• Investigate and resolve complex bugs, fraud signals, or account concerns.
• Suggest improvements to processes and update the internal knowledge base.
• Navigate multiple systems, queues, and workflows without dropping pace.
• Collaborate with Payments, Risk, Promotions, and Tech teams on escalations.
• Contribute to a positive, collaborative team culture.
• Enhance iGaming experience with detailed, personable support.

Skills

Customer service

Communication

Typing

Multitasking

Flexible schedule

Sports betting interest

Gaming license preferred

Job description

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.

Be the voice of our brands BetRivers & PlaySugarHouse. As a Player Support Agent, you’ll deliver top-tier service to our players through Live Chat, Email, and Phone. You'll be a trusted problem-solver, a champion of seamless play, and an ambassador of our gold-standard & award-winning support. You’re not just resolving issues—you’re leveling up the player experience!

Requirements

This role operates on either the Swing Shift or Overnight Shift schedule based on coverage needs. Candidates must be comfortable working any of the following shifts, depending on scheduling requirements:

• Swing Shift: 6:00 PM - 4:00 AM
• Overnight Shift: 12:00 AM - 10:00 AM

Flexibility to work these shifts is a requirement for the position. This is a hybrid role based in Collingswood, NJ.

What You’ll Do

• Deliver real-time, empathetic support across chat, email, and phone.
• Help players manage accounts, navigate responsible gaming tools, and solve tech challenges.
• Guide players through promos, loyalty programs, and game rules.
• Investigate and accelerate complex bugs, fraud signals, or account concerns.
• Propose smarter processes and help evolve our internal knowledge base.
• Thrive in multiple systems, queues, and workflows - without skipping a beat.
• Investigate and accelerate technical bugs, account issues, or fraud risks as needed.
• Liaise with Payments, Risk, Promotions, and Tech teams to resolve complex or escalated issues.
• Proactively contribute to a positive, collaborative team culture.
• Amplify the iGaming experience of our players with detailed, personable support.

What You’ll Bring

• 1+ years of customer service experience (call center, helpdesk, or online support preferred).
• Strong communication skills, especially written—tone, grammar, and clarity matter.
• Strong typing proficiency and computer navigation skills required, including the ability to efficiently multitask across multiple applications and systems while maintaining accuracy and attention to detail.
• Familiarity with online platforms, mobile devices, browsers, and common tech troubleshooting.
• Highly reliable, self-motivated, and able to adapt in a fast-paced environment.
• Flexible schedule, including availability for weekends, evenings, and holidays.
• Experience or interest in sports betting and major U.S. sports is a major plus.
• Active Gaming Control Board Licenses preferred or ability to obtain.

In this position, you will 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 remain eligible to obtain and hold such a license at all times during your employment, whether you apply or not.

This role offers a dynamic and ever-evolving experience at Rush Street Interactive. The starting pay is $20.00 per hour during training and the probationary period. After that, agents can advance through our performance-based tier system, which ranges from $20.75 to $24.00 per hour. There’s no fixed timeline for tier progression - it’s all driven by performance. We’re focused on providing our Player Support Agents with top-tier training, resources, and guidance to help them grow and succeed at their own pace.

This role spans a wide breadth of experience at Rush Street Interactive, welcoming candidates with diverse experiences, backgrounds, and locations. The pay range reflects potential variations in experience, skills, and location. The pay range does not reflect total compensation, which includes base pay, 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 (for nationwide roles)

Open to candidates across the U.S.

Location Eligibility (for other roles)

Location requirements may vary and will be specified in the job posting.

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

$20—$24 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.

Rush Street Interactive uses AI-assisted tools at select stages of the hiring process to enhance efficiency, consistency, and communication. AI does not make hiring decisions - final decisions are made exclusively by our recruiting and hiring teams.

Required

Rush Street Interactive participates in E-Verify for U.S.-based positions. As required by federal law, we provide the following notices to all prospective U.S. employees.

E-Verify Participation Notice (English/Spanish)

Right to Work Notice (English/Spanish)