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Player Support Manager

Want to be at the forefront of a ground-breaking industry that is just now being legalized in new markets across the United States? Want a career that recognizes all your efforts with high exposure and great learning potential? Be part of an innovative and exciting company in the regulated online Casino and Sports Betting market! We are located in downtown Collingswood, New Jersey and looking for the best and brightest talent to assist with our casinos and sportsbooks domestically and internationally.

As the Player Support Manager, you will play a key role in leading a team with the goal of providing players with a first-class online casino and sportsbook experience. You will mentor, coach, and train your team on providing day to day communications with patrons. You will organize and monitor the customer service ticketing system and report on customer inquiries, trends, and issues. You’ll be the “go to” person regarding incident escalation and conflict resolution. You’ll play an integral role in supporting the management team with other responsibilities including compliance reporting, payments and fraud support, product and marketing efforts, community management, and other relevant managerial duties.

This position will work closely with real money casinos & sportsbooks (including PlaySugarHouse.com & BetRivers.com) and other gaming products. You will report to, and work closely with, the Director of Customer Service & VIP Accounts, and other subject matter experts including Business Intelligence, Operations, VIP, CRM, Sportsbook, Marketing, and Payments and Fraud Managers. Our company has a long-term focus and goal to be a leading iGaming operator in the Americas; and we are looking for the right candidate to grow with us and help us achieve this goal.

Who are you?
•You have a passion for data, gaming, sports/casino.
•You have an entrepreneurial spirit and the ability to perform efficiently in a fast-paced environment that requires balancing many tasks simultaneously. You can keep tasks organized and prioritize accordingly.
•You think big. You are practical. You are versatile. You take initiative and get things done. You flourish in a hands-on role.
•You are an enthusiastic collaborator who is honest and transparent in all interactions and actions.
•You have strong integrity and demonstrate ethical behavior at all times.
•You are ambitious and a self-starter who is motivated by making a real impact on the business.
•You pay close attention to detail and can manage tasks and projects independently or in a team based setting.
•You love numbers. You dream about numbers. You have an analytical mindset and make calculated decisions.
•You are curious and test theories utilizing previous learnings. You consider that there is always a better way.
•You are creative. You can accomplish tasks in different ways depending on resources, timelines, and prioritizations. You express your ideas.
•You are not afraid to give your opinion.

What will you do?
•Train, develop, and inspire the Player Support Team
•Foster an environment of camaraderie amongst your team that promotes collaboration and teamwork
•Analyze, monitor and report on customer service and operational KPI’s
•Ensure your team is well informed on all current and upcoming initiatives, promotions, offers, and product updates
•Assist in OGP bonus and promotion creation and configuration and content management
•Review findings, coordinate and/or make necessary updates and ensure changes are thoroughly validated
•Work to ensure the Player Support Team is operating efficiently and monitor quality assurance
•Organize ticket structures and fields as contemporary issues arise as well as create macros for quick, pre-defined communications concerning recurring issues
•Monitor the support queue and ensure satisfactory response times while upholding quality assurance standards
•Escalate all incidents of Fraud, AML, RG, and Risk to Payments & Risk Manager for review

The ideal candidate has:
•Bachelor’s degree in a related field or equivalent with strong aptitude and relevant experience.
•2+ years’ experience in customer service leadership, preferably in a call center environment.
•2+ years’ experience in customer service management tools (e.g. ZenDesk, Freshdesk) preferred
•The ability to manage multiple projects simultaneously and in a timely manner
•Excellent conflict resolution and people management skills
•Excellent communication skills: verbal, written, visual, and presentation
•Experience working in an online or retail casino/sportsbook industry preferred

Compensation & Benefits
Competitive compensation package (based on experience)

Culture
You will have the opportunity to make an immediate impact on the profitability of a growing iGaming business. You will be free to innovate and create. You will work with smart, driven people who value fun, service, integrity, and respect. We are one of the only companies in the Americas that has invested in developing and owning a proprietary online gaming platform, which demonstrates a serious level of commitment to iGaming and a strategic focus on product differentiation in this fast growing and emerging industry. We nurture a lean, ROI oriented business model while focusing on hiring and keeping the best available talent. We are well positioned to enlarge our B2C business as new countries/states legalize and regulate online gaming, a critical point to make as we will only enter markets which are 100% legal and regulated.

Business Intelligence Data Analyst

Want to be at the forefront of a ground-breaking industry that is just now being legalized in new markets across the United States? Want a career that recognizes all your efforts with high exposure and great learning potential? Be part of an innovative and exciting company in the regulated online Casino and Sports Betting market! We are located in downtown Collingswood, New Jersey and looking for the best and brightest talent to assist with our casinos and sportsbooks domestically and internationally.

As the Business Intelligence Data Analyst, you will be responsible for assisting in all aspects of daily operations with an emphasis on analytics and reporting. You will report, analyze, and forecast across all aspects of the business including finance, fraud, CRM Management, VIP management, and more.

This position will work closely with real money casinos (including PlaySugarHouse.com) and other gaming products. You will report to, and work closely with, the Director of CRM, and other subject matter experts including Operations, VIP, and Payments and Fraud Managers. Our company has a long-term focus and goal to be a leading iGaming operator in the Americas; and we are looking for the right candidate to grow with us and help us achieve this goal.

Who are you?
•You have a passion for data, gaming, sports/casino.
•You have an entrepreneurial spirit and the ability to perform efficiently in a fast-paced environment that requires balancing many tasks simultaneously. You can keep tasks organized and prioritize accordingly.
•You think big. You are practical. You are versatile. You take initiative and get things done. You flourish in a hands-on role.
•You are an enthusiastic collaborator who is honest and transparent in all interactions and actions.
•You have strong integrity and demonstrate ethical behavior at all times.
•You are ambitious and a self-starter who is motivated by making a real impact on the business.
•You pay close attention to detail and can manage tasks and projects independently or in a team based setting.
•You love numbers. You dream about numbers. You have an analytical mindset and make calculated decisions.
•You are curious and test theories utilizing previous learnings. You consider that there is always a better way.
•You are creative. You can accomplish tasks in different ways depending on resources, timelines, and prioritizations. You express your ideas.
•You are not afraid to give your opinion.

What will do?
•Work with end users to understand reporting and analysis needs
•Build reporting solutions for all aspects of the business such as VIP management and operations. Provide insights and recommendations as needed
•Work with engineering to ensure proper understanding and documentation of data. Communicate reporting use cases to assist with database architecture
•Review findings, coordinate and/or make necessary updates and ensure changes are thoroughly validated
•Forecast trends based on previous data. Calculate LTVs, estimated costs, ROIs, retention and risk of churn metrics
•Provide thorough explanation of data analysis – prepare presentations based on the audience
•Assist with post-campaign analysis to formulate future campaign suggestions
•Analyze cross promotion, retention, and acquisition through the multiple business lines
•Manage report execution, scheduling and distribution, and maintenance
•Suggest enhancements across any part of the business – keep up to date on current analytics trends, tools, resources, and approaches

The ideal candidate has:
•Bachelor’s degree in Mathematics, Data Management, Marketing, Statistics, Computer Science, a related field or equivalent with strong aptitude and relevant experience.
•Experience in data analysis, reporting, market research, segmentation, data modeling
•2+ years’ experience with SQL. Able to query data from various data sources. Strong understanding of relational databases
•2+ years’ experience in business intelligence tools (e.g. Tableau, Looker, SAS, R)
•Experience with scripting languages (Python, JavaScript, Java, or other programming language)
•High proficiency in Microsoft Excel
•The ability to manage multiple projects simultaneously and in a timely manner
•Create, maintain, and optimize reports including SQL statements, views, functions, and stored procedures
•Strong problem solving skills
•Excellent communication skills: verbal, written, visual, and presentation

Compensation & Benefits
Competitive compensation package (based on experience)

Culture
You will have the opportunity to make an immediate impact on the profitability of a growing iGaming business. You will be free to innovate and create. You will work with smart, driven people who value fun, service, integrity, and respect. We are one of the only companies in the Americas that has invested in developing and owning a proprietary online gaming platform, which demonstrates a serious level of commitment to iGaming and a strategic focus on product differentiation in this fast growing and emerging industry. We nurture a lean, ROI oriented business model while focusing on hiring and keeping the best available talent. We are well positioned to enlarge our B2C business as new countries/states legalize and regulate online gaming, a critical point to make as we will only enter markets which are 100% legal and regulated.

Player Support Agent

Want to be at the forefront of a ground-breaking industry that is just now being legalized for the first time in markets across the United States? Want a career that recognizes all your efforts with high exposure and great learning potential? Is an inclusive workplace culture important to you? Do you want to look forward to going to work every day?

Our online casino has expanded into sports betting and we have new positions that will take advantage of your casino or sports enthusiasm while providing a collaborative and fun place to work! Our company is looking for full time agents to cover the exponential growth that we are experiencing.

What you’ll do
• Assist in troubleshooting technical issues (computer, browser, application installation, or any other technical issues to assist the player in successful account creating and an enjoyable gaming experience)
• Communicate effectively with players and address both comments and concerns via Live Chat, Email, and Phone (assisting with general concerns, manual ID verification, account management, responsible gaming issues)
• Assist players with specifics about promotions, loyalty programs, and terms and conditions
• Assist players and respond to inquiries in community chat
• Escalate all necessary issues to management in a timely fashion

In order to succeed you need

• Ability to multitask
• Ability to search, find answers, and assist our players with a wide variety of issues
• Great written communication skills
• Self-motivated and very reliable
• Open Availability is required
• Strong grammar skills

Experience and skills, we value highly

• Experience with computers, browsers, and mobile devices
• Candidates with sports betting knowledge/knowledge of major sports will be preferred
• 1 year or more Customer Service experience in an office or call center setting preferred
• Experience with sports betting technology is preferred

Good reasons to join
• Collaborative and inclusive culture
• Competitive compensation including a full benefits package

Director of Regulatory Compliance
Full Time

Want to be at the forefront of a ground-breaking industry that is just now being legalized for the first time in markets across the United States? Want a career that recognizes all your efforts with high exposure and great learning potential? Be part of an innovative and exciting company in the legal and regulated online Casino and Sports Betting market! We are located in downtown Chicago and looking for the best and brightest talent to assist with our casinos and sportsbooks domestically and internationally.

As Director of Regulatory Compliance, you will be responsible for overseeing and developing all aspects of regulatory compliance. This position will work closely with real money online casinos & sportsbooks  (including PlaySugarHouse.com) and other gaming products. You will report to the President, and work closely with various leaders at different levels of the company, including our local compliance managers.

Our company has a long-term focus and goal to be one of the leading iGaming operators and suppliers in the Americas; and we are looking for the right candidate to grow with us and help us achieve this goal.

Who are you?

• You have an entrepreneurial spirit and the ability to perform efficiently in a fast-paced environment that requires balancing many tasks simultaneously. You can keep tasks organized and prioritize accordingly.
• You are practical. You are versatile. You take initiative and get things done.
• You are motivated by making a positive impact on the business. You enjoy finding the right balance.
• You are comfortable with delegating & overseeing, you give necessary freedom yet keep everyone accountable.
• You either have an interest in technology or are willing to learn technical concepts to the level necessary.
• You excel at articulating complex concepts in a simple fashion to all types of audiences.
• You are an enthusiastic collaborator who is honest and transparent in all interactions and actions.
• You have strong integrity and demonstrate ethical behavior at all times.

What will you do?
Regulations & regulatory relationships:

• Own RSI regulatory compliance & regulator relationships. Serve as a liaison between RSI and industry regulators with respect to a variety of legal and regulatory matters.
• Keep informed of emerging regulatory issues, trends, and other developments which could impact RSI associated operations.
• Stay abreast of changes to federal and state laws and gaming regulations affecting RSI management, operations, technology and product offerings.

Licensing:

• Own all aspects of licensing related to expansion into additional jurisdictions, maintenance of appropriate licensing & renewals, including but not limited to company, officers, employees and vendors licensing.

Compliance:

• Partner with RSI teams to champion the creation, maintenance, execution and updating of a corporate compliance program, including compliance policies.
• Oversee operations compliance and ensure timely creation and revisions of internal controls for gaming, marketing and other gaming related activities.
• Provide ongoing compliance support, training, and recommendations to operations leadership with all RSI affiliated operations and business partners.
• Support engineering to ensure all products desired to be deployed at RSI have been developed and remain operating in a manner consistent with regulatory requirements in both technical and internal control aspects.
• Oversee and ensure relevant policies and procedures remain current and are followed.
• Coordinate with all relevant stakeholders an as-needed basis to address legal/compliance issues.

Inquiries, complaints and filings:

• Evaluate regulatory inquiries, complaints, and filings, for actual and potential monetary, legal and reputational risk exposure and assess whether particular inquires require escalation to management, the firm’s legal function, or other stakeholders.
• Perform detailed investigations and analysis of subject matter, coordinate with internal business partners at all levels, and draft timely, thorough, and accurate written communications to industry regulators in response to regulatory inquires, customer complaints filed with regulators, and disciplinary actions.
• Evaluate potential compliance issues or other deficiencies and drive remediation efforts as needed. Achieve pragmatic solutions, keeping in mind stakeholder needs.

AML:

• Own and oversee company-wide AML and other regulatory requirements, compliance programs, continuously and consistently improve internal controls, training operations personnel, and conducting oversight of operations regulatory personnel.
• Serve as liaison between RSI and IRS and FinCEN.
• Oversee compliance with all SAR, CTR, KYC, PATRIOT Act and other Federal legal requirements.

Miscellaneous:

• Support Data Protection Officer in areas of data privacy & GDPR.
• Support RSI’s Sports Integrity Monitoring membership in SWIMMA
• Performs all other duties as assigned.

The Ideal Candidate Has

• At least five years of compliance experience in the US gaming/casino industry, ideally iGaming.
• Strong working knowledge of gaming Internal Control procedures.
• At least 2 years’ experience in an AML environment.
• Excellent communication skills, both oral and written.
• Strong interpersonal skills with the ability to communicate effectively people of different backgrounds and levels of experience.
• Excellent problem solving and analytical thinking / innovation skills.
• Exceptional time management and multi-tasking skills.
• Must be able to obtain and maintain gaming certification or license, as required.
• Spanish speaking is not required but a plus

Compensation & Benefits
Competitive compensation package (based on experience)

Culture
You will have an opportunity to make a positive impact on a fast-growing iGaming business by shaping and leading compliant regulatory compliance function spanning across all levels of the company. You will work with smart, driven people who value fun, service, integrity, and respect. We are one of the only companies in the Americas that has invested in developing and owning a proprietary online gaming platform, which demonstrates a serious level of commitment to iGaming and a strategic focus on product differentiation in this fast growing and emerging industry. We nurture a lean, ROI oriented business model while focusing on hiring and keeping the best available talent. We are well positioned to enlarge our businesses as new countries/states legalize and regulate online gaming, a critical point to make as we will only enter markets that are 100% legal and regulated.

Senior Frontend Engineer

We’re looking for a Senior Frontend Engineer to join one of our agile cross platform development teams.

What you’ll do

• You’ll take part in developing brand new application for Rush Street Interactive
• You’ll be designing, developing, testing and deploying websites built mostly on top of RequireJS, Backbone, jQuery and Angular4+, Vue.js.
• You will architect and have technical ownership of website components. This includes enhancing modules and greenfield projects.
• You’ll be using nginx, Grunt, Webpack, SASS, HTML5, CSS3, JavaScript and/or TypeScript etc. to create an amazing experience for our end user

In order to succeed you need

• Deep knowledge of JavaScript and the JavaScript ecosystem
• Experience in developing performant websites
• Analytical and solution oriented mindset
• Skills to navigate fast in large codebase
• Strong English language skills

Experience and skills we value highly

• Great troubleshooting skills
• Drive and vision for improvements
• High self-motivation

Good reasons to join

• Flexible working hours
• We value teamwork, open and honest communication. We embrace personal freedom and responsibility
• Our motto is: “Do what makes sense, oppose what doesn’t. If unsure, experiment (or ask).”
• Competitive compensation

Location: This position is located in Estonia (Tallinn / Tartu)

We are looking for an DevOps Engineer, responsible for maintaining and automating our infrastructure platform. Your primary focus will be the maintenance of our current platform and helping to improve and automate it further. You will play an important role in keeping our cloud and on-premise platform secured and stable, while cooperating closely with other RSI teams. There’s plenty of work and challenges as we keep growing and entering new markets.

What you’ll do

• Maintain and configure our on-premise and cloud infrastructure
• Maintain our platform security by applying best practices and security tools
• Use modern automation tools to simplify and improve our deployment and maintenance processes
• Cooperate closely with Development teams and Customer Support

In order to succeed you need

• Knowledge about AWS and Nutanix based infrastructure
• Experience with Docker, Unix and Python
• A sense of ownership and a passion for technology
• Critical thinking skills, decisive judgment and the ability to work with minimal supervision

One or more of the following (skills) would be nice to have

• 3+ years of experience in system administration or DevOps role
• Previous experience with networking

Experience and skills we value highly

• Experience Ansible or any other configuration management tool
• Experience with latest infrastructure and security best practices

Good reasons to join

• We embrace freedom and responsibility.
• We value teamwork, honest and open communication.
• Competitive compensation
• Flexible working hours
• Our motto: “Do what makes sense, oppose what doesn’t. If unsure, experiment (or ask).”

Location: This position is located in Estonia (Tartu or Tallinn)

We are looking for a Datacenter Engineer, responsible for maintaining and automating our infrastructure platform.

Your primary focus will be the maintenance of our current platform and helping to improve and automate it further. You will play an important role in keeping our cloud and on-premise platform secured and stable, while cooperating closely with other RSI teams. There’s plenty of work and challenges as we keep growing and entering new markets.

What you’ll do

• Maintain and configure our on-premise and cloud infrastructure
• Maintain our platform security by applying best practices and security tools
• Cooperate closely with Development teams and Customer Support

In order to succeed you need

• Experience with CISCO and/or Palo Alto
• A sense of ownership and a passion for technology
• Familiarity with TCP/IP and internet routing protocols
• Critical thinking skills, decisive judgment and the ability to work with minimal supervision.

One or more of the following (skills) would be nice to have

• 3+ years of experience in system- or network administration role
• Knowledge about AWS and Nutanix based infrastructure
• Experience Ansible or any other configuration management tool
• Knowledge with latest infrastructure and security best practices

Good reasons to join

• We embrace freedom and responsibility. We value teamwork, honest and open communication.
• Competitive compensation
• Flexible working hours and location
• Our motto: “Do what makes sense, oppose what doesn’t. If unsure, experiment (or ask).”

This position is located in Estonia (Tartu or Tallinn)

About the company

Rush Street Interactive (RSI), an affiliate of Rush Street Gaming, is a modern gaming company that focuses on developing and operating real money and social gaming online products. We are on the leading edge of the gaming industry convergence by bridging iGaming, social and brick and mortar businesses in a way that creates value.

Rush Street Gaming is one of the fastest-growing gaming companies in North America. Rush Street Gaming developed and operates Rivers Casino in Pittsburgh, SugarHouse Casino in Philadelphia, Rivers Casino in Des Plaines, Illinois and Rivers Casino and Resort in Schenectady, New York.

We have an opportunity for a UX Designer to work on a delightful gaming experience and on professional casino management tools. We need your help to make our product frictionless and delightful to our players and efficient to our Operations team.

To accomplish that, you will need to:

• Work closely with the Product team to understand how specifically UX drives value in different cases
• Understand product specifications and user psychology
• Conduct concept and usability testing and gather feedback
• Be data driven and guided by facts
• Develop wireframes and prototypes around customer needs
• Find creative ways to solve UX problems
• Work with design teams to implement attractive UI
• Work with development teams to ensure the UI/UX implementation is realized in final software
• Keep abreast of competitor products and industry trends.

You will be part of our Product Management team and will be able to work with different Product Owners and their Agile development teams.

The following qualities will be of help:

• Proven experience as a UX Designer or a similar role
• Background in project management and research
• Familiarity with interaction design and information architecture
• Knowledge of HTML/CSS; JavaScript is a plus
• Problem-solving aptitude
• Analytical mind
• Business acumen and a habit of thinking in terms of value
• Excellent communication skills.

About the company

Rush Street Interactive (RSI), an affiliate of Rush Street Gaming, is a modern gaming company that focuses on developing and operating real money and social gaming online products. We are on the leading edge of the gaming industry convergence by bridging iGaming, social and brick and mortar businesses in a way that creates value.

Rush Street Gaming is one of the fastest-growing gaming companies in North America. Rush Street Gaming developed and operates Rivers Casino in Pittsburgh, SugarHouse Casino in Philadelphia, Rivers Casino in Des Plaines, Illinois and Rivers Casino and Resort in Schenectady, New York.