Assistant Customer Support Team Lead – Remote, Mid-Level – iGaming & Social Gaming Customer Experience Specialist

About brighthush

brighthush is a high‑velocity, technology‑driven scale‑up at the forefront of the social gaming and iGaming industry. With a global footprint that spans continents, we are redefining how players connect, compete, and enjoy immersive entertainment experiences. Our mission is simple: deliver world‑class customer service that turns every interaction into a memorable moment. We do this by combining cutting‑edge technology, data‑driven insights, and a culture that celebrates curiosity, collaboration, and continuous improvement.

As we expand our footprint across Europe, brighthush is looking for a dynamic, results‑oriented Assistant Customer Support Team Lead to join our remote team. If you thrive in fast‑paced environments, love coaching others, and are passionate about elevating the customer journey, we want to hear from you.

Why brighthush?

• Impactful Work: Your leadership will shape the quality of support that millions of players rely on daily.
• Remote Flexibility: Work from anywhere in Latvia, Georgia, or Poland—no commute, no office walls.
• Growth Path: Proven career ladder from support specialist to senior manager, with mentorship and training programs.
• Culture of Innovation: We encourage experimentation, celebrate failures as learning opportunities, and reward creative problem‑solving.
• Competitive Compensation: Market‑aligned base salary, performance bonuses, and comprehensive benefits.

Key Responsibilities

As the Assistant Customer Support Team Lead, you will be the linchpin between our frontline agents and senior management. Your day‑to‑day tasks will include:

• Customer Interaction Management: Oversee the resolution of high‑volume queries across multiple channels (live chat, email, social media, and ticketing systems). Ensure that every ticket is handled with empathy, accuracy, and speed.
• Escalation Handling: Act as the first line of defense for complex or sensitive issues. Conduct root‑cause analysis, coordinate with product, technical, and compliance teams, and deliver timely, satisfactory resolutions.
• Team Coaching & Development: Mentor and coach a diverse group of support agents. Conduct regular one‑on‑one sessions, provide constructive feedback, and facilitate skill‑building workshops.
• Process Improvement: Identify bottlenecks, propose enhancements to SOPs, and implement best practices that increase efficiency and agent satisfaction.
• Performance Analytics: Track key metrics (CSAT, NPS, first‑contact resolution, average handle time). Translate data into actionable insights for continuous improvement.
• Shift Coordination: Manage scheduling across multiple time zones, ensuring adequate coverage for peak hours, weekends, and holidays.
• Stakeholder Collaboration: Work closely with product, engineering, and compliance teams to communicate customer pain points and influence feature prioritization.
• Quality Assurance: Review support interactions, score tickets, and maintain a high standard of service quality.

Essential Qualifications

• Minimum 3–5 years of customer support experience, preferably within iGaming, social gaming, or a high‑volume online entertainment environment.
• Proven track record of leading or managing a support team (direct or indirect supervision).
• Strong communication skills in English (written and spoken). Additional language proficiency is a plus.
• Excellent problem‑solving abilities, with a knack for turning complex issues into clear, actionable solutions.
• High attention to detail and a commitment to maintaining data integrity across ticketing systems.
• Comfortable working flexible hours, including weekends and holidays, to support global operations.
• Experience with CRM platforms (e.g., Zendesk, Freshdesk, or similar) and knowledge of ticketing workflows.
• Demonstrated ability to thrive in a remote, distributed team environment.

Preferred Qualifications

• Experience in the iGaming or social gaming industry, with a deep understanding of regulatory and compliance considerations.
• Knowledge of gaming terminology, player behavior patterns, and community engagement strategies.
• Prior exposure to data analytics tools (e.g., Tableau, Power BI) for performance reporting.
• Leadership training or certification (e.g., Certified Customer Experience Professional).
• Background in coaching or training programs, with measurable improvements in team performance.

Key Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Leadership & Influence: Ability to inspire, motivate, and guide a high‑performing team.
• Analytical Thinking: Strong data literacy to interpret metrics and drive decisions.
• Adaptability: Comfortable navigating change, ambiguity, and rapid growth.
• Collaboration: Excellent interpersonal skills to work cross‑functionally with product, engineering, and compliance.
• Time Management: Prioritize tasks effectively in a fast‑paced, high‑volume environment.
• Technical Proficiency: Comfortable with CRM, knowledge bases, and collaboration tools.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As an Assistant Customer Support Team Lead, you will have access to:

• Structured mentorship programs with senior leaders.
• Annual learning budget for courses, certifications, and conferences.
• Clear promotion pathways: from Team Lead to Senior Manager, Head of Support, and beyond.
• Cross‑functional projects that expose you to product development, data science, and compliance.
• Regular performance reviews with actionable feedback and career development plans.

Work Environment & Culture

Our remote-first culture is built on trust, transparency, and autonomy. You will be part of a vibrant, globally distributed team that values:

• Open communication channels—weekly town halls, daily stand‑ups, and informal virtual coffee breaks.
• Inclusive decision‑making—every voice matters, regardless of location or seniority.
• Work‑life balance—flexible schedules, generous vacation policy, and mental health support.
• Continuous learning—access to a digital library, internal knowledge base, and peer‑to‑peer learning circles.
• Social impact—participation in community outreach and sustainability initiatives.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive package that includes:

• Base salary aligned with market rates for remote support leadership roles.
• Performance‑based bonuses tied to team metrics and company goals.
• Health, dental, and vision insurance coverage.
• Retirement savings plan with company match.
• Generous paid time off, including holidays, sick leave, and personal days.
• Technology stipend for home office setup and high‑speed internet.
• Employee wellness program—virtual fitness classes, mindfulness sessions, and mental health resources.
• Annual team retreats and virtual social events to foster camaraderie.

How to Apply

Ready to elevate the customer experience for millions of players worldwide? Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Assistant Customer Support Team Lead role at brighthush. We’re excited to explore how your expertise can help shape the future of gaming support.

Apply Now and join a team that’s as passionate about gaming as it is about people.