Specialist - Customer Service

Hard Rock Digital is a team focused on becoming the best online sports book, casino, and social gaming company. 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.

As a Customer Service Specialist, you’ll report to the Customer Service Supervisors and handle a wide range of customer queries including betting, payments, verification, promotions, and general information via multiple contact channels including live chat, email, social media, and voice. Sport and betting knowledge is advantageous but not essential as our comprehensive training plan assists with your development, ensuring you reach your full potential.

• Deliver world‑class customer service, responding to player inquiries and concerns via calls, chat, social media, and voice.
• Build meaningful relationships with our players through a consultative approach, understanding their current and future needs, providing first‑contact resolution, and ensuring a positive outcome for the player and HRD.
• Meet and exceed quality goals, productivity targets, and regulatory requirements.
• Navigate computer systems and applications to service our players, enabling them to get the most from our online and mobile platforms.
• Follow policies and procedures while also thinking creatively to make every interaction meaningful and provide the best gaming experience.
• Re‑prioritize and adapt to an ever‑changing environment.
• Operate in a team environment providing support in all areas and being agile in day‑to‑day workflow.

• 2+ years of experience in a customer‑facing, multi‑channel role.
• Bilingual in English and Spanish preferred.
• Availability to work flexible hours.
• Confidence to work in a hybrid environment.
• Work From Home Requirements:
  Must have at least 25
  
  Mbps internet connection plan / speed and a private&quiet area to work at home.
• Demonstrate personal excellence by remaining positive in difficult situations.
• Ability to work in a fast‑paced, metric‑driven environment with proficient multitasking and navigation.
• Knowledge and understanding of sports betting, casino, and professional sports industry preferred but not required.
• Critical, analytical, and forward‑thinking problem‑solving skills with strong attention to detail.
• Ability to learn and adapt to changing software and processes.
• Computer skills:
  Microsoft Office (Outlook, Word, Excel) preferred.
• Excellent interpersonal, communication, verbal, and written skills.
• Empathy, curiosity, humility, and flexibility.

• Competitive pay.
• Medical, dental, and vision coverage options.
• Employee discounts.
• Advancement opportunities.
• Start‑up culture backed by a secure, globally recognized brand.
• Opportunity to drive a best‑in‑class customer experience for the Hard Rock Digital community.

As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment.

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 workplace 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—that we are an equal opportunities employer.