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

Welcome to brighthush – Where Gaming Meets Exceptional Service

At brighthush, we’re not just a company; we’re a movement that’s reshaping the social gaming and iGaming landscape. With a presence that stretches across continents, we empower millions of players to connect, compete, and immerse themselves in unforgettable entertainment experiences. Our core belief is simple yet powerful: every customer interaction is an opportunity to create a lasting impression. By marrying cutting‑edge technology, data‑driven insights, and a culture that thrives on curiosity, collaboration, and continuous improvement, we deliver world‑class support that keeps players coming back for more.

Why Join brighthush?

• Impact at Scale: Your leadership will directly influence the quality of support that millions of players rely on every day.
• Remote Flexibility: Work from anywhere in Latvia, Georgia, or Poland—no commute, no office walls, just pure focus.
• Clear Growth Path: A proven career ladder from support specialist to senior manager, backed by mentorship and structured training.
• Culture of Innovation: Experiment freely, celebrate learning from failures, and get rewarded for creative problem‑solving.
• Competitive Compensation: Market‑aligned base salary, performance bonuses, and a comprehensive benefits package.

Key Responsibilities

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

• Customer Interaction Management: Oversee the resolution of high‑volume queries across live chat, email, social media, and ticketing systems. Ensure every ticket is handled with empathy, accuracy, and speed.
• Escalation Handling: Serve 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 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

• 3–5 years of customer support experience, preferably in 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.
• An 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.