Remote Gaming Customer Support Specialist & Team Lead – US & Europe Markets – Fast Hiring at brighthush

About brighthush

brighthush is a global pioneer in the casual gaming sector, delivering engaging sweepstakes‑style and skill‑based games to millions of players across the United States, Europe, and beyond. With a portfolio that spans slots, poker, solitaire, bingo, and a host of other interactive titles, we combine cutting‑edge technology with a deep understanding of player psychology to create experiences that are both thrilling and compliant with the highest regulatory standards.

Our mission is simple: to bring joy, excitement, and a sense of community to gamers worldwide while upholding the principles of responsible play. At brighthush, we believe that every interaction matters, and that the best customer support is the foundation of a loyal player base. That’s why we’re building a world‑class support team that lives and breathes the games we create.

As a remote‑first organization, brighthush empowers its employees to work from anywhere, fostering a culture of flexibility, autonomy, and continuous learning. We value diversity, encourage collaboration across disciplines, and celebrate every milestone—whether it’s a new game launch, a record‑breaking player engagement, or a personal achievement in professional development.

Position Overview

We are looking for two key roles to strengthen our support ecosystem: a Game Customer Service Representative and a Customer Service Team Lead. Both positions are full‑time, work‑from‑home (WFH) roles that serve our international player base, primarily in the U.S. and Europe. If you thrive in a fast‑paced environment, love gaming, and have a passion for helping people, brighthush is the place for you.

Game Customer Service Representative

As a frontline support agent, you will be the voice of brighthush, ensuring that every player receives timely, accurate, and friendly assistance. Your day will involve resolving gameplay, account, and payment issues, guiding players through game rules and promotions, and continuously improving our support processes.

Customer Service Team Lead

In this leadership role, you will oversee a team of support agents, acting as the ultimate escalation point, mentor, and performance driver. You’ll manage daily operations, conduct huddles, analyze metrics, and collaborate with cross‑functional teams to elevate the quality of our customer experience.

Key Responsibilities

Game Customer Service Representative

• Respond promptly to player inquiries via chat, email, and ticketing systems, ensuring a resolution time that meets or exceeds company standards.
• Diagnose and resolve gameplay, account, and payment issues, leveraging in‑house support tools and knowledge bases.
• Educate players on game rules, strategies, and promotional offers, enhancing their overall experience and engagement.
• Document all interactions accurately, updating ticket status and logging relevant data for future reference.
• Escalate complex or high‑impact cases to specialized teams (e.g., technical, compliance, or product) while maintaining clear communication.
• Collect and analyze player feedback to identify trends, pain points, and opportunities for product improvement.
• Stay current with game updates, new releases, and promotional campaigns, sharing insights with the team.
• Contribute to the continuous improvement of support processes, suggesting automation or workflow enhancements.

Customer Service Team Lead

• Serve as the primary escalation point for the support team, ensuring swift resolution of high‑priority issues.
• Mentor, coach, and develop team members, fostering a culture of growth, accountability, and high performance.
• Maintain and improve service level agreements (SLAs), ensuring that response and resolution times align with company goals.
• Analyze daily, weekly, and monthly metrics (e.g., ticket volume, first‑contact resolution, CSAT scores) to identify trends and drive improvements.
• Conduct regular huddles, one‑on‑ones, and performance reviews, providing constructive feedback and recognition.
• Collaborate with product, engineering, and compliance teams to address systemic issues and implement solutions.
• Develop and deliver training materials, knowledge base updates, and best‑practice guides for the support team.
• Manage shift schedules, ensuring adequate coverage across all time zones and peak periods.

Essential Qualifications

• Minimum of 1 year of customer service experience, preferably within the gaming or entertainment industry.
• Fluent in English, both spoken and written, with excellent communication skills.
• Strong problem‑solving and critical‑thinking abilities, capable of diagnosing issues quickly and accurately.
• Empathy and patience when dealing with players, especially during high‑stress or emotional situations.
• Proficiency with support tools and software (e.g., Zendesk, Freshdesk, Intercom, or similar ticketing systems).
• Availability to work flexible shifts, including nights, weekends, and holidays, to support a 24/7 global player base.
• Passion for gaming and a solid understanding of online gaming trends, mechanics, and community dynamics.

Preferred Qualifications

• 2–3 years of experience managing a remote customer support team.
• Demonstrated leadership skills, including coaching, performance management, and conflict resolution.
• Experience with CRM systems and remote team management platforms.
• Ability to multitask, prioritize, and thrive under pressure in a fast‑paced environment.
• Knowledge of compliance and regulatory requirements for online gaming (e.g., responsible gaming, anti‑money‑laundering).

Skills & Competencies

• Communication: Clear, concise, and professional communication across multiple channels.
• Critical Thinking: Ability to analyze complex situations and devise effective solutions.
• Empathy & Patience: Understanding player emotions and providing supportive responses.
• Time Management: Efficiently handling multiple tickets while meeting SLAs.
• Conflict Resolution: Managing escalations and turning challenging situations into positive outcomes.
• Data Analysis: Interpreting metrics to drive process improvements and strategic decisions.
• Gaming Knowledge: Familiarity with game mechanics, player psychology, and industry trends.
• Adaptability: Quick learning and flexibility in a rapidly evolving gaming landscape.

Career Growth & Learning Opportunities

At brighthush, we believe that your growth is our success. Whether you’re just starting out or looking to advance, we offer:

• Structured onboarding and continuous training programs tailored to your role.
• Mentorship from senior leaders across product, engineering, and compliance.
• Access to industry conferences, webinars, and certification courses.
• Clear career pathways: from support specialist to team lead, and beyond into product, operations, or business development.
• Regular performance reviews with actionable feedback and goal setting.
• Opportunities to work on cross‑functional projects, expanding your skill set and network.

Work Environment & Company Culture

brighthush’s remote‑first culture means you can work from anywhere while staying connected to a vibrant, collaborative team. We celebrate:

• Flexibility: Choose your own schedule within required coverage windows.
• Inclusivity: A diverse team that values different perspectives and backgrounds.
• Innovation: A culture that encourages experimentation and rewards creative solutions.
• Recognition: Regular shout‑outs, spot bonuses, and team celebrations for milestones.
• Open communication channels, from Slack to weekly town‑halls, ensuring transparency and alignment.

Compensation, Perks & Benefits

• Competitive Salary: Game Customer Service Representative: PHP 22,000–40,000 per month. Team Lead: PHP 45,000–60,000 per month.
• Shift Allowances: Night shift premium and weekend/holiday bonuses.
• Incentives: Ticket incentive program rewarding high‑quality support and customer satisfaction.
• Remote Work: Fully supported WFH setup, including stipend for home office equipment.
• Health & Wellness: Comprehensive health insurance, mental health resources, and wellness stipends.
• Paid Time Off: Generous vacation policy, sick leave, and personal days.
• Professional Development: Annual budget for courses, certifications, and industry events.
• Performance Bonuses: Quarterly bonuses tied to team and individual metrics.
• Independent Consultant Agreement: Option for experienced professionals to work as independent contractors.

How to Apply

Ready to join the brighthush team and help shape the future of casual gaming? Send your resume and a brief cover letter highlighting your relevant experience to [email protected]. For immediate inquiries, reach out via WhatsApp or Telegram at +6018‑9184054.

We’re excited to hear from passionate, customer‑centric professionals who are eager to make a difference in the gaming world. Apply today and become part of a team that values innovation, collaboration, and a relentless focus on player satisfaction.