Support Specialist – Casino Player
What are we building?
Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating, and building new products and technologies for millions of consumers. We care about each customer interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically.
Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space - ready to join us?
What’s the position?
When a player issue can't be resolved at the first point of contact, it comes here. This role sits between frontline support and the operational, technical, and compliance functions that can actually move things forward. You'll manage complex escalations across internal teams, game studios, and third-party suppliers, keeping cases on track, documented correctly, and closed with the urgency they deserve.
Day to day, you will:
Act as the liaison between customer service teams and internal operational, technical, and compliance functions
Investigate complex player complaints end to end, including game round disputes, account issues, bonus discrepancies, and payment concerns
Work with game studios and third-party suppliers to resolve platform and game-level issues affecting players
Proactively flag patterns in player activity that point to platform problems, configuration errors, or compliance risk
Ensure escalated issues are handled within regulatory timeframes and documented accordingly
Interpret transaction data and game round records to reconstruct sessions and support dispute resolution
Surface recurring issues to operations and product teams and help drive fixes upstream
Build and maintain resolution guides that help frontline teams handle more without escalating
Take immediate action to protect players and the business when live issues are identified
What are we looking for?
Available to work primetime evening shifts, approximately 4pm to 12am with some flexibility around that window, including weekend nights as a regular part of the schedule
Minimum two years of experience in online casino operations, player support, or a closely related function
Working knowledge of regulated online gaming markets, with New Jersey experience strongly preferred
Strong investigative instincts and comfort working through complex, ambiguous problems
Familiarity with game round data, transaction records, and back-office tools used in online casino environments
Experience working cross-functionally across customer service, compliance, and technical teams
Exceptional written and verbal communication skills, with the ability to convey sensitive findings clearly to internal stakeholders
Familiarity with Atlassian Jira and Confluence for issue tracking and documentation
Naturally curious, with a habit of digging one level deeper than the question that was asked
What’s in it for you?
We offer our employees more than just competitive compensation. Our team benefits include:
Competitive pay and benefits
Flexible vacation allowance
A hybrid / remote working environment
Startup culture backed by a secure, global brand
Roster of Uniques
We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunity employer).