Customer Care Agent – Bilingual Player Support Specialist (English, French & Ukrainian) for Global Gaming Experiences at brighthush

Welcome to brighthush – Where Players’ Adventures Begin

At brighthush, we create immersive worlds that captivate millions of gamers worldwide. Our portfolio includes beloved titles that blend storytelling, exploration, and community, delivering unforgettable experiences across PC, console, and mobile platforms. As a leader in the interactive entertainment industry, we are committed to not only crafting great games but also ensuring that every player feels heard, supported, and valued. Join us and become a vital part of the team that turns player feedback into lasting joy.

Role Overview – Why This Position Matters

We are seeking a dedicated Customer Care Agent to become the frontline champion for our player community. In this role, you will handle inquiries, troubleshoot issues, and provide timely, high‑quality assistance to players of our flagship title, brighthush. Your work will directly influence player satisfaction, retention, and the overall reputation of our brand.

Key Responsibilities – What Your Day Will Look Like

• Respond to player tickets in English, French, and Ukrainian with empathy and professionalism.
• Provide phone support when required, ensuring clear communication across all channels.
• Investigate and resolve technical, gameplay, and account‑related issues using internal tools, knowledge bases, and collaboration with cross‑functional teams.
• Document each case thoroughly, track progress, and follow up until a complete resolution is achieved.
• Escalate complex or high‑impact cases to the appropriate specialist teams while maintaining ownership of the ticket.
• Identify recurring trends, propose improvements to support templates, and contribute to the evolution of our support processes.
• Maintain a high level of service consistency, meeting or exceeding established response‑time and quality metrics.
• Participate in regular team meetings, share insights, and help mentor newer agents.

Success Metrics – How We Measure Excellence

• Resolution Speed: Average handling time (AHT) that balances efficiency with thoroughness.
• Quality Assurance Scores: Consistently high ratings from internal QA reviews.
• Customer Satisfaction (CSAT): Achieving and maintaining top‑tier satisfaction scores.
• First‑Contact Resolution (FCR): Maximizing the number of issues solved on the first interaction.
• Process Improvement Contributions: Documented suggestions that lead to measurable reductions in recurring tickets.

Team Collaboration – Who You’ll Work With

You will be an integral member of the Customer Care department, collaborating closely with Lead Customer Care Agents, Responsible Agents, and other support specialists. Your partnership with product, engineering, and community teams will ensure that player feedback is translated into actionable improvements.

Recruitment Journey – What to Expect

• Initial Recruiter Interview: A conversation to explore your background, language proficiency, and cultural fit.
• Technical & Language Assessment: A test conducted by the hiring manager and a language specialist to evaluate your problem‑solving abilities and fluency in English, French, and Ukrainian.
• Team Interview: Meet future teammates, discuss day‑to‑day scenarios, and learn more about brighthush’s support philosophy.
• Final Decision & Offer: Receive a competitive package and a clear roadmap for your growth at brighthush.

Career Path & Growth Opportunities

Starting as a Customer Care Agent opens doors to a variety of advancement routes within brighthush:

• Senior Customer Care Agent: Lead complex cases, mentor junior staff, and influence support strategy.
• Team Lead / Supervisor: Manage a small team, oversee performance metrics, and drive continuous improvement initiatives.
• Quality Assurance Analyst: Focus on evaluating support interactions, developing training materials, and ensuring compliance with service standards.
• Player Experience Specialist: Work directly with product teams to shape game features based on player insights.
• Cross‑Functional Roles: Transition into community management, localization, or product operations, leveraging your deep understanding of player needs.

Essential Qualifications – What You Need to Succeed

• Fluent written and spoken English and Ukrainian.
• Upper‑Intermediate to Advanced proficiency in French.
• Strong digital literacy – comfortable with MS Office, CRM/ticketing platforms, and the ability to quickly master new tools.
• Proven ability to manage workload, prioritize tasks, and thrive under pressure.
• Excellent communication skills, with a genuine empathy for player concerns.

Preferred Skills & Attributes – What Sets You Apart

• Previous experience in video‑game support, live‑service environments, or a related customer‑facing role.
• Familiarity with ticketing systems such as Zendesk, Freshdesk, or similar platforms.
• Understanding of basic game mechanics, account systems, and common technical issues in online gaming.
• Demonstrated problem‑solving mindset with a sense of ownership over outcomes.
• Ability to stay calm, organized, and proactive during high‑stress periods (e.g., live events, patches).
• Team‑player attitude with a willingness to share knowledge and adapt to evolving processes.

Compensation, Perks & Benefits – What You’ll Receive

At brighthush, we recognize that great talent deserves great rewards. While exact figures are tailored to experience, you can expect:

• Competitive Salary: Aligned with market standards for bilingual support professionals.
• Remote‑First Flexibility: Work from anywhere while staying connected to a global product team.
• Paid Time Off: 21 days of vacation, 5 sick days, plus national holidays.
• Health & Wellness: Comprehensive medical insurance, access to a psychologist, and wellness programs.
• Parental Support: Generous parental leave policies to help you balance family and career.
• Learning & Development: Unlimited access to an internal learning platform offering courses, certifications, and training pathways.
• Employee Referral Program: Attractive bonuses for successful referrals.
• Equipment & Technical Support: Full provision of hardware, software, and IT assistance to ensure a productive home office.

Culture & Work Environment – Life at brighthush

Our studio culture blends creativity, collaboration, and a passion for gaming. Whether you’re based in Lviv, another Ukrainian city, or working remotely, you’ll experience:

• Cross‑Disciplinary Collaboration: Regular interaction with designers, developers, and community managers to deliver holistic player experiences.
• Community Spirit: Virtual coffee chats, game nights, and occasional in‑person gatherings to keep the team connected.
• Innovation Mindset: Encouragement to propose new ideas, experiment with support workflows, and contribute to product improvements.
• Diversity & Inclusion: A welcoming environment that celebrates different languages, cultures, and perspectives.
• Transparent Communication: Open channels with leadership, clear roadmaps, and regular updates on company goals.

How to Apply – Take the Next Step

If you’re excited to champion player happiness, thrive in a multilingual environment, and grow within a world‑class gaming company, we want to hear from you. Please 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

Final Word – Join brighthush and Make an Impact

At brighthush, every player interaction is an opportunity to shape the future of gaming. By delivering exceptional support, you become a guardian of the player journey, turning challenges into memorable moments. Bring your language skills, empathy, and problem‑solving prowess to a team that values your contributions and invests in your professional growth. Apply today and start your adventure with brighthush!