Poker Support Supervisor

TL;DR

Poker Support Supervisor (iGaming): Developing and managing support training, policies, and customer-facing articles for poker players with an accent on ensuring compliance and high-quality customer service. Focus on resolving escalated inquiries, monitoring live chat, and partnering with the Poker Product team to inform product improvements.

Location: Hybrid, open to candidates across the U.S.

Salary: $61,000–$63,000 USD

Company

hirify.global is a market leader in online casino and sports betting, operating real-money gaming brands BetRivers.com, PlaySugarHouse.com, and RushBet.co.

What you will do

• Develop support training curriculum and customer-facing help center articles for poker players.
• Ensure the adoption of internal poker policies and procedures, and continuously review help center content.
• Partner directly with the Poker Product team to share player insights and inform product improvements.
• Lead the team in exceptional customer service and own escalated customer inquiries to resolution.
• Monitor support live chat queues and respond to player inquiries in real-time.
• Assist players with Responsible Gaming inquiries and escalate all suspected fraud, AML, and risk concerns.

Requirements

• 2+ years of casino operations experience, supervisor experience preferred.
• Strong experience with online poker gameplay, procedures, terminology, rules, and regulations.
• Experience with the gambling industry, standard promotions, and gameplay.
• Great written communication skills and tech-savvy with computers, browsers, and mobile devices.
• Ability to obtain all required gaming licensing.
• Must have evening and weekend availability.

Culture & Benefits

• Discretionary annual company bonus and a 401(k) plan with 100% company match.
• Comprehensive medical (HSA & FSA plans), dental, and vision insurance.
• Paid Time Off and Employee Assistance Program.
• Embrace personal freedom, responsibility, creativity, and professional growth.
• People-oriented environment with a supportive atmosphere.
• Commitment to diversity and inclusion as an equal opportunity employer.