Remote Customer Operations Associate – Champion Exceptional User Experience in brighthush’s Rapidly Growing Real‑Money Gaming Super App

About brighthush

brighthush is not just a brand; it’s a movement that’s redefining the real‑money gaming landscape. Since our launch in 2022, we’ve built a next‑generation Super App that seamlessly blends Picks, Social Sportsbook, Social Casino, Arcade, and soon Prediction Markets into one mobile‑first ecosystem. With over one million paying users and a social media following that rivals the biggest names in entertainment, brighthush has become the go‑to destination for gamers who crave excitement, community, and real‑world rewards.

Our mission is simple yet bold: to deliver the most engaging, trustworthy, and innovative gaming experience while upholding the highest standards of customer trust and regulatory compliance. We do this by combining cutting‑edge technology, data‑driven insights, and a culture that thrives on speed, creativity, and relentless improvement. Whether you’re a seasoned support professional, a fintech enthusiast, or a passionate sports fan, you’ll find a place at brighthush where your ideas can shape the future of gaming and your career can soar.

Why brighthush is the Place to Grow Your Career

At brighthush, we believe that the best work comes from people who are empowered, challenged, and celebrated. We give you ownership of your projects, the freedom to experiment, and the resources to learn and grow. Our remote‑first model means you can work from anywhere while staying connected through real‑time collaboration tools, weekly all‑hands meetings, and a vibrant community of teammates who are as passionate about gaming as you are.

We’re not just hiring for a role; we’re building a team of innovators who will help us push the boundaries of what’s possible in real‑money gaming. If you thrive in a fast‑paced, data‑rich environment and want to make a measurable impact on millions of users worldwide, brighthush is the place for you.

Role Overview

As a Customer Operations Associate, you will be the frontline guardian of user satisfaction across our Super App ecosystem. You will juggle responsibilities across the Customer Operations and Payments teams, ensuring that every user interaction is handled with empathy, speed, and precision. Your day will involve troubleshooting, data analysis, and cross‑functional collaboration—all while keeping the user experience at the heart of everything you do.

You’ll be the voice that turns a frustrated user into a loyal fan, the analyst who turns raw data into actionable insights, and the liaison who keeps our engineering, security, and compliance teams aligned. In short, you’ll be the glue that holds the entire customer journey together.

Key Responsibilities

• Resolve user inquiries and issues via email, chat, and phone in a professional, timely manner, consistently exceeding support expectations.
• Capture and analyze user insights to surface trends that inform product, marketing, and operational enhancements.
• Monitor the platform for critical incidents, escalating promptly to engineering, security, or compliance teams to ensure rapid resolution.
• Review, approve, and audit player deposit and withdrawal requests, ensuring compliance with internal controls and regulatory requirements.
• Conduct basic account investigations for irregularities, applying due‑diligence procedures and escalating complex cases as needed.
• Handle bet and contest inquiries, clarifying sporting rules, account status, and billing questions with clear, concise communication.
• Provide technical assistance to users on our mobile application, troubleshooting common issues and guiding them to self‑service resources.
• Utilize internal admin tools to review accounts, track metrics, and identify patterns that drive continuous improvement.
• Collaborate with cross‑functional teams—including Product, Marketing, Finance, and Compliance—to align on user experience goals.
• Participate in on‑call rotations, including nights, weekends, and holidays, to support users during peak sports events and high‑volume periods.
• Document recurring issues and propose process enhancements to reduce future incidents.
• Act as a brand ambassador, ensuring that every interaction reflects brighthush’s values of trust, transparency, and excitement.

Essential Qualifications

• Minimum of 2 years in a customer‑focused role, preferably within gaming, fintech, or a high‑volume service environment.
• Exceptional attention to detail and a data‑driven mindset for continuous improvement of support processes.
• Strong verbal, written, and interpersonal communication skills, with the ability to convey complex information clearly.
• Proficiency with customer support platforms such as Intercom, Zendesk, or similar tools.
• Experience with payment providers (PayPal, online banking, card processing) and basic understanding of payment workflows.
• Self‑motivated, highly organized, and capable of multitasking in a fast‑paced, dynamic environment.
• Demonstrated empathy and the ability to listen attentively to user needs, building rapport and trust.
• Basic understanding of regulatory frameworks governing real‑money gaming and payments.
• Proficiency in English (additional languages are a plus).

Preferred Qualifications

• Prior exposure to online gaming fraud detection, compliance, or risk management.
• Knowledge of sportsbook tools, gaming systems, and reporting dashboards.
• Experience working with internal admin tools and performing account investigations.
• Passion for sports and a deep understanding of fan engagement strategies.
• Familiarity with regulatory frameworks governing real‑money gaming and payments.
• Experience with data visualization tools such as Tableau or Power BI.
• Background in agile product development or cross‑functional project management.

Core Skills & Competencies

• Customer‑centric mindset with a passion for delivering world‑class support.
• Analytical thinking and problem‑solving abilities to diagnose and resolve complex issues.
• Adaptability and resilience in a high‑volume, high‑stakes environment.
• Collaboration and teamwork across multiple departments.
• Tech‑savvy: comfortable navigating web and mobile interfaces, troubleshooting, and using data tools.
• Strong organizational skills and the ability to manage multiple priorities simultaneously.
• Proactive communication style that keeps stakeholders informed and engaged.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Operations Associate, you’ll have the chance to:

• Progress into senior support roles, such as Team Lead or Customer Success Manager.
• Transition into specialized areas like Fraud & Risk, Payments, or Product Support.
• Participate in cross‑functional projects that influence product roadmap and user experience.
• Access continuous learning resources, including industry certifications, workshops, and mentorship programs.
• Attend quarterly hackathons and innovation challenges to bring fresh ideas to the table.
• Earn internal certifications in compliance, payment processing, or data analytics.
• Take on leadership responsibilities in high‑impact initiatives and earn recognition across the organization.

Work Environment & Culture

brighthush is built on a foundation of transparency, inclusivity, and a relentless focus on user delight. Our remote‑first culture means you can work from anywhere while staying connected through:

• Weekly all‑hands meetings and real‑time Slack channels for instant collaboration.
• Flexible work hours with a core overlap to support global teams.
• Regular virtual coffee breaks and team‑building activities.
• A culture that celebrates diversity, encourages open dialogue, and rewards innovative thinking.
• Access to a global network of teammates who bring diverse perspectives and expertise.
• Annual virtual retreats and quarterly in‑person meet‑ups to strengthen community bonds.

Compensation, Perks & Benefits

While specific figures vary by role and location, brighthush offers a competitive salary package that includes:

• Base salary aligned with industry standards for remote customer operations roles.
• Performance‑based bonuses tied to user satisfaction metrics and operational excellence.
• Health, dental, and vision insurance for you and your dependents.
• Generous paid time off, including vacation, sick days, and holidays.
• Unlimited learning stipend for courses, conferences, and certifications.
• Employee stock options or equity participation to share in our growth.
• Access to a comprehensive wellness program, including mental health resources and fitness reimbursements.
• Monthly team retreats and annual company gatherings to foster community and collaboration.
• Flexible remote work policy with optional on‑site hubs in major cities.
• Technology stipend to equip you with the best tools for remote work.

Equal Opportunity Employer

brighthush is committed to creating an inclusive environment where every employee can thrive. We celebrate diversity in all its forms and encourage candidates from underrepresented backgrounds to apply. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or any other protected characteristic.

Ready to Make an Impact?

If you’re passionate about delivering exceptional customer experiences, thrive in a fast‑moving environment, and want to be part of a company that’s reshaping the real‑money gaming landscape, we want to hear from you. Join brighthush and help us create unforgettable moments for millions of users worldwide.