Bilingual Customer Care Agent – English & French – Player Support Specialist for Global Gaming Experience

About brighthush

brighthush is a leading global gaming studio that creates immersive, story‑driven experiences enjoyed by millions of players across PC, console, and mobile platforms. With a culture rooted in creativity, collaboration, and continuous learning, brighthush empowers its teams to push the boundaries of interactive entertainment while delivering unforgettable moments to players worldwide.

Role Overview

As a Bilingual Customer Care Agent at brighthush, you will be the frontline guardian of our player community. Your mission is to resolve player inquiries, troubleshoot gameplay issues, and ensure every interaction reflects the high‑quality service standards that define our brand. Working in both English and French, you will help maintain player satisfaction, drive retention, and contribute to the ongoing improvement of our support processes.

What You’ll Do Every Day

• Respond to player tickets and live chat inquiries in English and French, providing timely, accurate, and empathetic solutions.
• Escalate complex technical or policy‑related issues to the appropriate internal teams, ensuring seamless hand‑offs and follow‑through.
• Utilize internal knowledge bases, CRM tools, and diagnostic utilities to investigate and resolve a wide range of player concerns.
• Document each case meticulously, track progress, and follow up until full resolution, maintaining a clean and organized ticket backlog.
• Identify recurring patterns, propose improvements to support workflows, and help refine FAQ templates and self‑service resources.
• Collaborate closely with Lead Customer Care Agents, Responsible Agents, and cross‑functional partners such as QA, Community Management, and Product teams.
• Participate in regular knowledge‑sharing sessions, training workshops, and process‑review meetings to stay current on game updates and support best practices.

Success Metrics

• Fast, accurate resolution of player cases with a strong focus on quality and consistency.
• High player satisfaction scores (CSAT, NPS) and minimal escalation rates.
• Effective workload management, meeting or exceeding SLA targets while maintaining a balanced ticket queue.
• Active contribution to process improvements that reduce recurring issues and enhance the overall support experience.

Team & Collaboration

You will be part of a dynamic Customer Care team that thrives on open communication, mutual respect, and a shared passion for player delight. Our agents work in a hybrid environment—remote or at our Lviv office—leveraging collaborative tools and regular stand‑ups to stay aligned and agile.

Recruitment Journey

• Initial recruiter screening to assess fit and motivation.
• Skill assessment test focused on ticket resolution scenarios and language proficiency.
• Team interview with the Hiring Manager and a bilingual language speaker to evaluate communication skills, problem‑solving approach, and cultural fit.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your interests and strengths. Starting as a Customer Care Agent, you can progress to:

• Senior Customer Care Agent – leading complex cases and mentoring junior staff.
• Team Lead – overseeing a squad of agents, setting performance goals, and driving process excellence.
• Customer Experience Manager – shaping the overall player support strategy across multiple titles.
• Product Support Specialist – working closely with development teams to influence game design and quality.

We invest heavily in professional development through an internal learning platform that offers courses, certifications, and cross‑functional workshops. You’ll also have access to industry conferences, hackathons, and internal hack days to sharpen your skills and broaden your network.

Essential Qualifications

• Fluent in English (written and spoken) and advanced proficiency in French.
• Strong written communication skills in both languages, with a keen eye for detail and clarity.
• Basic digital literacy – comfortable using MS Office, CRM/ticketing systems, and quick to learn new tools.
• Proven ability to manage workload, prioritize tasks, and maintain composure under pressure.
• Experience in customer support, preferably in gaming or a related digital service environment.
• Empathy, patience, and a genuine passion for helping players.

Preferred Qualifications

• Experience with ticketing platforms such as Zendesk, Freshdesk, or Jira Service Desk.
• Knowledge of gaming terminology, community culture, and common technical issues.
• Experience troubleshooting in a multilingual environment.
• Basic understanding of Ukrainian language or culture (a plus for local support).
• Previous exposure to agile workflows and continuous improvement initiatives.

Key Skills & Competencies

• Exceptional communication and active listening.
• Strong analytical and problem‑solving abilities.
• Adaptability to changing priorities and fast‑paced environments.
• Team collaboration and knowledge sharing.
• Customer‑centric mindset with a focus on delivering delight.
• Time‑management and organizational skills.

Work Environment & Culture at brighthush

brighthush fosters an inclusive, flexible, and innovative culture. We value:

• Remote work flexibility – you can work from anywhere while staying connected through virtual collaboration tools.
• Open communication – transparent decision‑making and regular feedback loops.
• Diversity and inclusion – a global team that celebrates different perspectives and backgrounds.
• Work‑life balance – flexible hours, generous vacation policy, and support for personal well‑being.
• Community engagement – regular virtual events, game nights, and community outreach initiatives.

Compensation & Perks

While specific salary ranges are tailored to experience and skill level, brighthush offers a competitive compensation package that includes:

• Competitive base salary aligned with industry standards.
• Annual performance bonus potential.
• 21 days of paid vacation, 5 paid sick days, and all national holidays.
• Comprehensive medical insurance and access to mental health resources.
• Parental leave support and flexible family‑friendly policies.
• Full technical support – laptop, monitor, headset, and software licenses.
• Employee referral program with attractive bonuses.
• Access to an internal learning platform with courses, certifications, and training modules.

Life at brighthush

Whether you’re based in Lviv or working remotely from another country, you’ll join a studio that creates games loved by millions worldwide. Our teams collaborate across disciplines to build engaging experiences for PC, console, and mobile platforms. Beyond work, we host regular social events, community activities, and virtual meet‑ups to keep our global community connected.

How to Apply

Ready to bring your bilingual support expertise to brighthush? Submit your CV in English through the link below. Qualified candidates will be invited to complete a brief assessment as part of the selection process.

Apply to This Job

Join brighthush – Where Passion Meets Play

At brighthush, you’ll be part of a vibrant community that turns imagination into interactive reality. If you’re passionate about gaming, fluent in English and French, and eager to help players worldwide, we want to hear from you. Take the next step in your career and help shape the future of player experience at brighthush.