Remote Customer Support Specialist – English Speaking, EU Time Zone – Join brighthush's Global Support Team

About brighthush

brighthush is a forward‑thinking technology partner that empowers businesses worldwide with cutting‑edge, white‑label solutions. From immersive gaming platforms to dynamic sportsbook experiences, our portfolio spans a vast library of titles and features that delight users across continents. At brighthush, we believe that exceptional customer support is the heartbeat of any successful digital product. That’s why we’re building a world‑class support team that lives and breathes the same passion for service that drives our innovation.

Why brighthush?

When you join brighthush, you’re not just filling a role—you’re stepping into a culture that values curiosity, collaboration, and continuous growth. Our remote‑first approach means you can work from anywhere in the EU, while our flexible shift structure ensures you can balance professional ambition with personal life. We invest heavily in employee development, offering access to industry‑leading training, mentorship programs, and a clear career ladder that rewards performance and initiative.

Key Responsibilities

• Customer Interaction: Serve as the first point of contact for customers via chat, email, and ticketing systems, ensuring every query is handled with empathy, clarity, and speed.
• Issue Diagnosis & Resolution: Analyze customer problems, identify root causes, and provide accurate, actionable solutions—whether it’s a technical glitch, a billing question, or a feature request.
• Product Feedback Loop: Capture and document product malfunctions or usability concerns, collaborating with product and engineering teams to drive continuous improvement.
• Knowledge Base Management: Contribute to and maintain the internal knowledge base, ensuring that information is up‑to‑date, searchable, and aligned with brand standards.
• Process Improvement: Identify recurring support patterns and propose enhancements to workflows, scripts, or tools that increase efficiency and reduce ticket volume.
• Shift Flexibility: Operate across day, evening, night, and weekend shifts to support a global customer base, demonstrating reliability and adaptability.

Essential Qualifications

• Language Proficiency: Native or near‑native fluency in English, with excellent written and verbal communication skills.
• Customer Support Experience: Minimum 1‑2 years in a customer‑facing role, preferably in tech or SaaS environments, handling multi‑channel support.
• Technical Aptitude: Comfortable navigating CRM systems, ticketing platforms, and basic troubleshooting of software products.
• Attention to Detail: Ability to meticulously document interactions, follow SOPs, and maintain high data integrity.
• Multitasking & Time Management: Proven track record of juggling multiple tickets simultaneously while meeting SLA targets.
• Adaptability: Willingness to learn new tools, processes, and product updates quickly.
• Team Player: Strong collaboration skills, with a proactive attitude toward cross‑functional communication.

Preferred Qualifications

• Experience supporting gaming or sportsbook platforms.
• Knowledge of EU data protection regulations (GDPR) and customer privacy best practices.
• Familiarity with ticketing systems such as Zendesk, Freshdesk, or Jira Service Management.
• Basic understanding of SQL or data querying to extract insights from support logs.
• Previous exposure to remote work environments and asynchronous communication tools.

Core Skills & Competencies

• Communication Excellence: Clear, concise, and courteous communication across all channels.
• Problem‑Solving: Analytical mindset to diagnose issues and propose effective solutions.
• Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenges into opportunities.
• Technical Literacy: Comfortable with software installations, browser troubleshooting, and basic network diagnostics.
• Resilience & Patience: Ability to handle high‑volume periods and difficult customers without compromising quality.
• Organizational Skills: Efficiently manage ticket queues, prioritize tasks, and meet deadlines.
• Continuous Learning: Eagerness to stay updated on product features, industry trends, and support best practices.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product suite. Starting as a Customer Support Specialist, you’ll have clear pathways to advance into roles such as:

• Senior Support Engineer – leading complex issue resolution and mentoring junior agents.
• Support Team Lead – managing shift schedules, coaching performance, and shaping support strategy.
• Product Support Analyst – bridging the gap between customers and product development, driving feature enhancements.
• Customer Experience Manager – overseeing end‑to‑end customer journeys and implementing service‑design initiatives.

We support your growth with:

• Monthly skill‑building workshops covering technical troubleshooting, communication, and industry knowledge.
• Access to an online learning portal with courses on customer success, data analytics, and product management.
• Mentorship programs pairing you with senior leaders across the organization.
• Annual performance reviews that align your goals with brighthush’s strategic objectives.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, innovation, and mutual respect. Our remote‑first model is supported by:

• Weekly virtual town halls where leadership shares updates and celebrates wins.
• Cross‑functional “innovation sprints” that invite employees to propose and prototype new ideas.
• Inclusive policies that celebrate diversity, equity, and belonging across all teams.
• Flexible work hours that respect personal commitments while ensuring coverage for global customers.

We believe that a supportive environment fuels creativity and productivity. That’s why we provide a dedicated virtual workspace, ergonomic equipment stipends, and a vibrant community of remote professionals who collaborate, learn, and celebrate together.

Compensation, Perks, and Benefits

• Competitive Salary: Market‑aligned base pay with performance‑based incentives.
• Health & Wellness: Comprehensive health, dental, and vision plans available to employees and eligible dependents.
• Paid Time Off: Generous PTO policy, including vacation, sick leave, and personal days.
• Retirement Savings: 401(k) matching program to help secure your future.
• Professional Development: Annual budget for conferences, certifications, and training courses.
• Remote Work Stipend: Monthly allowance for home office setup, internet, and utilities.
• Employee Recognition: Quarterly awards and spot bonuses for outstanding contributions.
• Community & Social Impact: Opportunities to volunteer and participate in corporate social responsibility initiatives.

How to Apply

Ready to bring your passion for customer service to a global, tech‑driven environment? Click the link below to submit your application and join the brighthush team. We’re excited to learn how you can help us elevate the customer experience to new heights.