Bilingual English & Bulgarian Customer Support Specialist – Sports Betting & Gaming Excellence

About brighthush

brighthush is a global powerhouse in the sports wagering and gaming arena, renowned for delivering immersive, world‑class entertainment to millions of fans worldwide. With a portfolio that spans iconic brands and cutting‑edge platforms, brighthush is at the forefront of innovation, harnessing advanced technology, data analytics, and creative storytelling to craft unforgettable player experiences. Our mission is simple yet bold: to set the standard for excellence in sports gaming while championing diversity, inclusion, and psychological safety for every member of our global team.

Why Join brighthush?

At brighthush, we believe that the best products are built by the best people. That’s why we invest heavily in our talent, offering:

• Competitive compensation packages that reward performance and dedication.
• Comprehensive benefits, including medical, dental, and life insurance.
• Generous paid time off, holiday bonuses, and a flexible work schedule.
• Continuous learning opportunities, from on‑the‑job training to external courses.
• A culture that celebrates individuality, encourages collaboration, and empowers every voice.

Role Overview

As a Bilingual English & Bulgarian Customer Support Specialist at brighthush, you will be the frontline guardian of our player community. You’ll handle inquiries across multiple channels—chat, email, and phone—ensuring that every interaction is swift, accurate, and customer‑centric. Your analytical mindset and problem‑solving prowess will help you diagnose issues, document bugs, and collaborate with cross‑functional teams to elevate the overall player experience.

Key Responsibilities

• Respond to customer inquiries in both English and Bulgarian via live chat, email, and phone, providing timely and accurate solutions.
• Assess each issue, determine the root cause, and implement the most appropriate resolution while maintaining a high level of customer satisfaction.
• Document and report system bugs, recurring challenges, and feedback to the relevant technical or product teams.
• Escalate suspicious or potentially fraudulent activities to Customer Service Management and the Compliance Department for further investigation.
• Maintain an in‑depth understanding of all brighthush products, features, and Standard Operating Procedures (SOPs).
• Collaborate with the Quality Assurance, Product, and Compliance teams to refine processes and improve service quality.
• Participate in continuous improvement initiatives, sharing insights and suggestions that drive operational excellence.
• Adhere to company policies, data protection regulations, and industry best practices at all times.

Essential Qualifications

• Fluency in English and Bulgarian, both written and spoken.
• Proven experience in a dynamic, fast‑paced customer support environment.
• Strong analytical and problem‑solving skills, with the ability to think critically under pressure.
• Basic proficiency in Windows operating systems and Microsoft Office Suite (Word, Excel, Outlook).
• Availability to work flexible shifts, including evenings and weekends (no overnight shifts).
• Excellent communication skills, with a customer‑first mindset.

Preferred Qualifications

• Experience in the sports betting, gaming, or online entertainment industry.
• Familiarity with ticketing or CRM systems (e.g., Zendesk, Salesforce).
• Knowledge of compliance and regulatory frameworks relevant to online wagering.
• Previous exposure to multilingual support or translation services.
• Strong teamwork orientation and a willingness to collaborate across global teams.

Core Competencies & Skills

• Customer‑centric mindset: Always prioritizing the player’s experience.
• Problem‑solving: Quickly diagnosing issues and delivering effective solutions.
• Attention to detail: Accurately documenting incidents and following SOPs.
• Adaptability: Thriving in a fast‑changing environment with evolving products.
• Collaboration: Working seamlessly with cross‑functional teams.
• Time management: Balancing multiple tickets while meeting SLA targets.
• Data literacy: Interpreting metrics and using them to drive continuous improvement.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry itself. We offer:

• Structured career paths that allow you to move from support to product management, quality assurance, or compliance.
• Mentorship programs pairing you with senior leaders who can guide your professional development.
• Access to internal and external training courses, certifications, and conferences.
• Regular performance reviews that help you set and achieve ambitious goals.
• Opportunities to contribute to cross‑functional projects, expanding your skill set beyond customer support.

Work Environment & Culture

brighthush’s culture is built on the pillars of inclusion, psychological safety, and shared success. We foster an environment where:

• Every team member feels heard, respected, and empowered to contribute ideas.
• Innovation is encouraged, and experimentation is celebrated.
• Work‑life balance is respected, with flexible scheduling and remote work options.
• Diversity is not just a buzzword—it’s a core value reflected in our hiring, promotion, and daily interactions.
• Team events, virtual meet‑ups, and community initiatives keep us connected across continents.

Compensation & Benefits

While the exact salary will be tailored to your experience and qualifications, brighthush offers a comprehensive benefits package that includes:

• Competitive base salary with performance‑based bonuses.
• Group bonus plan aligned with company and team objectives.
• Personal medical insurance and dental allowance.
• Food vouchers and transportation allowances.
• 25 days of annual leave, plus a Christmas bonus.
• Self‑development and learning leave (2 additional days per year).
• Cash support for utilities and life insurance.
• Educational leave for students and discretionary learning opportunities.

How to Apply

Ready to take your career to the next level with brighthush? Click the link below to submit your application and join a team that’s redefining the future of sports wagering and gaming.

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Closing Statement

At brighthush, we’re not just building a company; we’re building a community of passionate, talented individuals who share a vision of delivering unparalleled entertainment experiences. If you’re a bilingual professional with a knack for problem‑solving, a love for sports gaming, and a desire to thrive in a culture that values diversity and innovation, we want to hear from you. Join us, and let’s create the next generation of unforgettable player journeys together.