Dynamic Remote Bilingual Customer Support Specialist (English & Spanish) – EU Timezone – Elevate Player Experiences with brighthush’s Global iGaming Innovation

About brighthush

brighthush is a trailblazing force in the iGaming ecosystem, redefining how operators launch, scale, and innovate in the digital casino and sportsbook arena. With a catalog of over 30,000 games sourced from the most respected providers, brighthush empowers partners to deliver immersive, compliant, and high‑performance platforms to players worldwide. Our white‑label solutions are engineered for flexibility, supporting more than 35 languages, a vast array of sports events, and a suite of payment options that cater to diverse player preferences. Built on a foundation of trust, compliance, and cutting‑edge technology, brighthush is the preferred partner for enterprises seeking to transform their gaming operations and capture new markets.

Why brighthush?

At brighthush, we believe that the best products are built by the best people. Our culture is defined by curiosity, collaboration, and a relentless drive to deliver exceptional experiences—both for our clients and for our team members. As a remote‑first organization, we give you the freedom to work from anywhere while staying connected to a vibrant, global community of professionals who share a passion for innovation and customer success. We celebrate diversity, encourage authentic expression, and foster an environment where every voice is heard.

Role Overview

We are seeking a highly motivated, bilingual Customer Support Specialist fluent in English and Spanish to join our EU‑based support team. In this role, you will be the frontline advocate for our clients, ensuring that every interaction is handled with professionalism, empathy, and a deep understanding of our product suite. You will work closely with Product, Sales, and Marketing to surface insights, resolve technical issues, and contribute to continuous improvement initiatives. Your ability to navigate complex support scenarios and translate technical jargon into clear, actionable guidance will be essential to maintaining the high standards that brighthush is known for.

Key Responsibilities

• Live Chat Excellence: Respond to real‑time customer inquiries via live chat, providing clear, concise, and accurate solutions that reflect the brand’s tone and values.
• Customer Needs Analysis: Identify and understand customer pain points, guiding them through feature usage and best practices to maximize platform value.
• Issue Escalation & Reporting: Log, track, and report product malfunctions or bugs to the engineering team, ensuring timely resolution and continuous product improvement.
• Follow‑Up & Closure: Conduct follow‑up conversations to confirm that technical and product issues have been fully resolved to the customer’s satisfaction.
• Feedback Loop: Collect and document customer feedback, translating insights into actionable recommendations for Product, Sales, and Marketing.
• Knowledge Base Contribution: Author and update help articles, FAQs, and troubleshooting guides to empower self‑service and reduce ticket volume.
• Shift Flexibility: Operate across day, evening, and night shifts—including weekends—to support a global client base and maintain 24/7 service excellence.
• Team Collaboration: Partner with cross‑functional teams to share insights, propose enhancements, and ensure a seamless customer journey from onboarding to retention.

Essential Qualifications

• Fluency in English and Spanish (written and spoken) with a strong command of industry terminology and a knack for clear communication.
• Minimum of 2 years of experience in a customer support or help‑desk environment, preferably within the technology or gaming sector.
• Exceptional written and verbal communication skills, with the ability to tailor messaging to diverse audiences and cultural contexts.
• Proficiency with PC hardware and common software tools (Windows, macOS, Linux, MS Office, CRM systems).
• High attention to detail and a methodical approach to troubleshooting complex issues.
• Strong multitasking abilities, managing multiple tickets and conversations simultaneously without compromising quality.
• Team‑player mindset, collaborating effectively with cross‑functional teams and contributing to a positive, solution‑oriented environment.
• Adaptability to work flexible hours, including evenings, nights, and weekends, to meet the needs of a global clientele.

Preferred Qualifications

• Experience in the sports betting or online gambling industry, with familiarity of the unique challenges and regulatory landscape.
• Knowledge of iGaming regulations, compliance, and best practices, enabling you to provide informed guidance to clients.
• Previous exposure to SaaS or B2B product support, understanding the nuances of enterprise‑grade solutions.
• Experience with ticketing systems such as Zendesk, Freshdesk, or Jira Service Desk, and a willingness to adopt new tools as needed.
• Basic understanding of API integrations and technical documentation, allowing you to bridge the gap between technical teams and end users.

Core Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenges into opportunities for growth.
• Problem‑Solving: Analytical thinking to diagnose issues quickly and propose effective, sustainable solutions.
• Communication: Clear, concise, and empathetic communication across multiple channels, ensuring a consistent brand voice.
• Collaboration: Ability to work seamlessly with Product, Engineering, Sales, and Marketing to drive continuous improvement.
• Resilience: Maintain composure under pressure and handle sensitive situations with confidence and professionalism.
• Continuous Learning: Eagerness to stay updated on product updates, industry trends, and customer needs, and to apply that knowledge in real‑time support.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As you grow in this role, you will have the chance to:

• Advance to a Senior Support Specialist or Team Lead position, overseeing a group of support agents and shaping the support strategy.
• Transition into Product Management or Quality Assurance, leveraging your deep product knowledge and customer insights.
• Participate in cross‑functional projects that shape the future of our platform, from feature design to launch.
• Attend industry conferences, webinars, and training sessions—many of which are covered by brighthush—to stay ahead of market trends.
• Benefit from a mentorship program that pairs you with experienced leaders across the organization, accelerating your career trajectory.

Work Environment & Culture

brighthush thrives on a culture of innovation, inclusivity, and agility. We celebrate diversity and encourage every team member to bring their authentic self to work. Our remote‑first model means you can work from anywhere, but we also host quarterly virtual town halls, monthly hackathons, and spontaneous “coffee chats” to keep the community alive. We value open communication, continuous feedback, and a growth mindset, ensuring that every employee feels empowered to contribute and succeed.

Compensation & Perks

• Competitive Salary: Market‑aligned compensation with performance bonuses that reward your impact and dedication.
• Generous Time Off: 28 paid days off per year, plus seniority leave and flexible vacation policies to support work‑life balance.
• Health & Wellness: Comprehensive health insurance options, wellness stipends, and access to mental health resources.
• Technology Allowance: Monthly stipend for home office equipment and high‑speed internet to ensure you have the tools you need.
• Professional Development: Access to online courses, certifications, and conference sponsorships to fuel your growth.
• Team Building: Annual virtual retreats and occasional in‑person meet‑ups in key locations to strengthen team bonds.
• Equity & Growth: Opportunities to earn stock options as part of the long‑term incentive plan, aligning your success with the company’s.

Hiring Process

Our streamlined hiring journey ensures a smooth experience for all candidates:

• Online Assessment – Demonstrate your problem‑solving and communication skills through a realistic scenario.
• Introductory Call – Meet the hiring manager and learn more about brighthush’s culture and the role’s impact.
• Hiring Manager Round – Deep dive into your experience, technical aptitude, and cultural fit.
• Reference Check – We verify your professional background and gather insights from former supervisors.
• Offer Letter – Receive a competitive offer and next steps, with a clear outline of compensation, benefits, and onboarding.

Ready to Join brighthush?

If you are passionate about delivering world‑class customer support, thrive in a fast‑paced, global environment, and want to be part of a company that is redefining the iGaming landscape, we want to hear from you. Bring your bilingual expertise, your problem‑solving mindset, and your enthusiasm for technology, and help us create unforgettable experiences for players around the globe.

Apply now and become a key player in brighthush’s exciting journey of growth and innovation.