Assistant Manager, Training and Escalations

Responsibilities

• Own the full lifecycle of Player Support training programs, including onboarding and curriculum updates
• Design and maintain training materials using platforms like Guru and 1Huddles
• Lead and manage the Training team, including Training Specialists
• Oversee the Escalations team to ensure high-quality and efficient complex case resolution
• Partner with QA and operational leadership to identify knowledge gaps and drive training improvements
• Monitor performance metrics for both training and escalation functions
• Serve as a point of escalation for sensitive or complex cases

Requirements

• 4+ years of experience in Customer Support, Training, QA, or operational leadership
• Demonstrated experience managing a training function and designing curriculum
• Experience managing team performance, coaching, and disciplinary actions
• Strong understanding of contact center workflows and escalation processes
• Proficiency with Salesforce, Guru, or 1Huddle
• Ability to work in-office at least 2 days per week

Preferred Qualifications

• Bachelor’s degree in Business, Communications, or Education
• Familiarity with iGaming, online casino, or sportsbook operations

About the Company

Rush Street Interactive (NYSE: RSI) is a market leader in online casino and sports betting, operating brands such as BetRivers.com, PlaySugarHouse.com, and RushBet.co.