- Experience
- 2+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 3 weeks ago
- Work mode
- Work from home
- Eligibility
- Candidates who can work evening shifts and weekend nights, and who have experience in online casino operations, player support, or a related regulated gaming support function.
- Resume
- Required to apply
Job description
About Hard Rock Digital
Hard Rock Digital is focused on becoming a global leader in online sportsbook, casino, and social gaming. The company is assembling a team that is passionate about learning, operating, and creating new products and technologies for millions of users. It places strong value on every customer interaction, user experience, behavior, and insight, and aims to act with authenticity at all times.
Built on the legacy of Hard Rock and the Seminole Tribe of Florida, the company brings a world-famous name in gaming, entertainment, and hospitality into the digital space.
Role overview
This position handles player issues that cannot be solved at the initial support level. It acts as the bridge between front-line support and the operational, technical, and compliance teams responsible for resolving complex cases. The role involves managing escalations across internal departments, game studios, and external suppliers while ensuring every case is tracked correctly, documented thoroughly, and closed promptly.
Key responsibilities
- Serve as the connector between customer service teams and internal operations, technical, and compliance groups.
- Review and resolve complicated player complaints from start to finish, including disputes involving game rounds, account problems, bonus mismatches, and payment concerns.
- Coordinate with game studios and external suppliers to fix platform and game-related issues affecting players.
- Identify trends in player behavior that may indicate platform defects, setup mistakes, or compliance risks.
- Make sure escalated matters are managed within required regulatory time limits and recorded properly.
- Analyze transaction history and game round records to rebuild sessions and support dispute handling.
- Share recurring issues with operations and product teams and help drive upstream improvements.
- Create and maintain resolution documentation that helps front-line teams solve more issues without escalation.
- Act quickly to safeguard players and the business when live issues arise.
Requirements
- Availability for prime evening shifts, usually around 4 pm to 12 am, with some flexibility within that range, and weekend nights as a regular part of the schedule.
- At least 2 years of experience in online casino operations, player support, or a similar role.
- Working understanding of regulated online gaming markets; experience in New Jersey is strongly preferred.
- Strong investigative thinking and confidence in solving complex, unclear problems.
- Comfort using game round data, transaction logs, and back-office tools common in online casino environments.
- Background working across customer service, compliance, and technical teams.
- Excellent written and spoken communication skills, including the ability to explain sensitive findings to internal stakeholders clearly.
- Familiarity with Atlassian Jira and Confluence for issue management and documentation.
- Curiosity and a habit of probing beyond the original question to uncover the real issue.
Benefits
- Competitive compensation and benefits.
- Flexible vacation policy.
- Hybrid/remote work setup.
- Startup-style culture supported by a stable global brand.
Culture and equal opportunity
The company values diverse and inclusive working environments and encourages people from all backgrounds and beliefs to bring their authentic selves and full talent to work. It is an equal opportunity employer.