Sportsbook and Online Casino Customer Support Agent - Standard Shift
$41,600–$49,920 year
HybridNew Jersey, United States or Collingswood, New Jersey, United States
Job Summary
Deliver real-time, empathetic support across chat, email, and phone while helping players manage accounts, navigate responsible gaming tools, and solve technical challenges. Guide users through promotions, loyalty programs, and game rules, then investigate and escalate complex bugs, fraud signals, or account concerns to the Payments, Risk, Promotions, and Tech teams. Propose process improvements and contribute to the internal knowledge base while thriving in multiple systems and queues. Complete a four-week on-site training program before transitioning to a rotating schedule covering shifts from 8:00 AM to 6:00 PM or 4:00 PM to 2:00 AM, with flexibility for weekends, evenings, and holidays. Maintain an active gaming regulatory license as required.
Required Qualifications
- 1+ years of customer service experience
- Strong communication skills, especially written—tone, grammar, and clarity
- Familiarity with online platforms, mobile devices, browsers, and common tech troubleshooting
- Strong typing proficiency and computer navigation skills
- Ability to efficiently multitask across multiple applications and systems while maintaining accuracy and attention to detail
- Highly reliable, self-motivated, and able to adapt in a fast-paced environment
- Flexible schedule, including availability for weekends, evenings, and holidays
- Active Gaming Control Board Licenses
- Ability to obtain an Active Gaming Control Board License
- Ability to obtain and maintain a license with one or more gaming regulatory agencies
- Meeting relevant eligibility requirements to obtain and hold a gaming regulatory license
- Remain eligible to obtain and hold a gaming regulatory license at all times during employment
- Comfortable working any of the following shifts: Earliest shift: 8:00 AM – 6:00 PM or Latest shift: 4:00 PM – 2:00 AM
- Flexibility to rotate between these schedules, depending on staffing needs
Desired Qualifications
- Experience or interest in sports betting and major U.S. sports
- Call center, helpdesk, or online support experience (preferred)
- Active Gaming Control Board Licenses preferred
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