Dynamic Customer Support Specialist – Live Chat & Responsible Gambling Champion – Remote UK (Manchester/Leeds) – Full Time Entry Level Opportunity at brighthush

About brighthush

brighthush is a trailblazing player in the digital entertainment and betting landscape, celebrated for its commitment to innovation, integrity, and customer delight. With a global footprint that spans continents and a user base that thrives on cutting‑edge technology, brighthush is redefining how people engage with sports, racing, and esports. Our mission is simple yet powerful: to create a safe, inclusive, and exhilarating environment where every customer feels heard, respected, and empowered.

At brighthush, we believe that the customer experience is the heartbeat of our business. That’s why we’re looking for passionate, detail‑oriented individuals who can bring empathy, expertise, and a proactive mindset to every interaction. If you’re ready to join a forward‑thinking team that values collaboration, continuous learning, and a culture of transparency, we want to hear from you.

Why This Role Is a Game‑Changer

As a Customer Support Specialist at brighthush, you’ll be the frontline ambassador for our community. You’ll handle live chat inquiries, resolve complex issues, and champion responsible gambling initiatives—all while working from the comfort of your own home. This role offers a unique blend of flexibility, impact, and professional growth, making it an ideal launchpad for anyone eager to build a career in customer service within the dynamic world of digital betting.

Key Responsibilities

• Live Chat Excellence: Provide real‑time, high‑quality support to customers across multiple channels, ensuring every interaction is timely, accurate, and reflective of brighthush’s brand values.
• Issue Resolution: Diagnose and resolve a wide range of customer queries—from account management and transaction disputes to technical troubleshooting—using Zendesk, Jira, and Confluence as your primary tools.
• Responsible Gambling Advocacy: Promote and enforce responsible gambling practices by identifying at‑risk behaviors, offering resources, and collaborating with the compliance team to maintain a safe environment for all users.
• Knowledge Base Contribution: Continuously update and refine internal documentation, FAQs, and knowledge articles to improve self‑service options and reduce repeat inquiries.
• Data‑Driven Feedback: Capture customer insights, track metrics, and provide actionable feedback to product and engineering teams to enhance the overall user experience.
• Team Collaboration: Work closely with cross‑functional teams—Product, Compliance, Marketing—to ensure seamless communication and consistent messaging across all customer touchpoints.
• Shift Flexibility: Operate during evenings and weekends to support our global user base, ensuring coverage for peak traffic periods and maintaining service level agreements.

Essential Qualifications

• Previous customer‑facing or customer service experience, preferably in a fast‑paced, high‑volume environment.
• Exceptional written and verbal communication skills in English, with the ability to convey complex information clearly and concisely.
• Strong problem‑solving aptitude and meticulous attention to detail, ensuring accurate resolution of customer issues.
• Reliable home‑working setup: high‑speed internet, a quiet workspace, and a dedicated computer or laptop.
• Availability to work evenings and weekends, demonstrating flexibility and commitment to customer satisfaction.
• Proficiency with Zendesk, Jira, and Confluence, or a proven ability to quickly learn new software platforms.

Preferred Qualifications

• Experience in the betting, gaming, or fintech industry, with an understanding of responsible gambling frameworks.
• Multilingual capabilities, especially in languages spoken by our UK and European customer base.
• Previous exposure to remote work environments and familiarity with asynchronous communication tools.
• Knowledge of data privacy regulations (GDPR, UK Data Protection Act) and best practices for handling sensitive customer information.

Core Skills & Competencies

• Customer‑Centric Mindset: A genuine desire to help customers and a passion for delivering outstanding service.
• Technical Proficiency: Comfortable navigating multiple software platforms, troubleshooting issues, and documenting solutions.
• Analytical Thinking: Ability to interpret data, identify trends, and propose improvements to processes and products.
• Collaboration & Communication: Strong interpersonal skills, with the capacity to work effectively with remote teams across time zones.
• Adaptability: Thrive in a rapidly evolving environment, embracing change and learning new tools quickly.
• Responsible Gambling Advocacy: Understanding of responsible gambling principles and the ability to apply them in everyday interactions.

Career Growth & Learning Opportunities

At brighthush, we’re invested in your professional development. As a Customer Support Specialist, you’ll have access to:

• Structured onboarding programs that cover product knowledge, compliance, and customer service best practices.
• Mentorship from senior support agents and cross‑functional leaders, fostering knowledge sharing and skill enhancement.
• Regular training sessions on new features, industry trends, and responsible gambling initiatives.
• Clear career pathways: from Support Specialist to Senior Agent, Team Lead, or even roles in Product Management, Compliance, or Customer Success.
• Opportunities to contribute to process improvements, product roadmaps, and community outreach programs.

Work Environment & Company Culture

brighthush champions a culture of inclusivity, innovation, and work‑life balance. Even though you’ll be working remotely, you’ll feel connected through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Open‑door communication channels with leadership and peers.
• Annual virtual retreats and quarterly hackathons to spark creativity.
• A transparent feedback loop that encourages continuous improvement.
• Recognition programs that celebrate milestones, achievements, and customer success stories.

Compensation, Perks, and Benefits

• Competitive Salary: £26,000 – £28,000 per year, commensurate with experience and performance.
• 4‑Day Work Week: Enjoy a compressed schedule that promotes rest, personal growth, and family time.
• Flexible working hours, with core overlap to support global coverage.
• Comprehensive health and wellness benefits, including mental health support and gym memberships.
• Generous paid time off (PTO) and holiday allowances.
• Employee stock option plan (ESOP) to share in brighthush’s success.
• Continuous learning stipend for courses, certifications, and conferences.
• Access to cutting‑edge tools and technology to streamline your workflow.

How to Apply

Ready to make a difference in the lives of millions of customers while building a rewarding career? Click the link below to submit your application and join the brighthush family.

Apply To This Job

Closing Thoughts

At brighthush, we’re more than just a betting platform—we’re a community that values integrity, innovation, and the human connection. As a Customer Support Specialist, you’ll be at the heart of that community, ensuring every customer feels heard, respected, and empowered. If you’re passionate about delivering world‑class service, eager to grow in a dynamic industry, and ready to embrace a flexible, remote work lifestyle, we invite you to apply today. Let’s shape the future of digital entertainment together.