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Player Support Agent

Rush Street Interactive
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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!

This hybrid role, based in Collingswood, NJ, begins with a 4 week training program, Monday through Friday from 9:00 AM – 5:00 PM. The first day of training is on-site at our Collingswood office. After training is completed, you will transition into your assigned schedule.

This position operates on a rotating schedule based on business and coverage needs. Candidates must be comfortable working any of the following shifts:

  • Standard Shifts:
    • Earliest shift: 8:00 AM – 6:00 PM
    • Latest shift: 4:00 PM – 2:00 AM
  • Swing Shift: 6:00 PM – 4:00 AM
  • Overnight Shift: 12:00 AM – 10:00 AM

Flexibility to rotate between these schedules, depending on staffing needs, is required.

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 escalate 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 escalate 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.
  • 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.