Seasoned Customer Support Specialist – Global Social Casino & Gaming – Remote, Metrics‑Driven Role – Champion Player Experience & Data‑Driven Excellence at brighthush

Welcome to brighthush – Where Every Player Counts

At brighthush, we’re not just building games; we’re crafting vibrant, global communities that thrive on connection, competition, and celebration. Our award‑winning titles fuse immersive storytelling, cutting‑edge graphics, and community‑centric features to deliver unforgettable, free‑to‑play experiences that set new standards for quality, engagement, and innovation. As a leader in the social casino and gaming arena, we’re on a relentless mission: to create accessible entertainment that resonates with millions of players worldwide.

Our culture is built on collaboration, curiosity, and continuous improvement. Whether you’re a seasoned developer, a creative designer, or a customer‑first professional, you’ll find a place where your ideas matter, your growth is supported, and your impact is felt by players across the globe.

The Role: Customer Support Specialist

As a Customer Support Specialist at brighthush, you will be the frontline ambassador for our community. You’ll handle every interaction with empathy, precision, and a relentless drive to resolve issues quickly while uncovering insights that shape future product enhancements. In a fast‑paced, metrics‑driven environment, you’ll own the entire customer journey—from first contact to final resolution—ensuring that every player feels heard, valued, and empowered.

Key Responsibilities

• End‑to‑End Customer Interaction – Manage inquiries across email, live chat, and phone, delivering timely, accurate, and compassionate responses.
• Root Cause Analysis – Investigate complaints, trace underlying issues, and implement durable solutions rather than temporary fixes.
• Escalation Leadership – Take ownership of complex or escalated cases, guiding junior agents through challenging scenarios.
• Product Insight Generation – Translate customer feedback and usage patterns into actionable data that informs product roadmaps and quality improvements.
• Data Integrity – Maintain meticulous, up‑to‑date interaction logs and ticket records, ensuring nothing slips through the cracks.
• Performance Excellence – Consistently meet or exceed team KPIs and SLAs, demonstrating ownership and accountability in a remote setting.
• Continuous Improvement – Share best practices, propose process enhancements, and elevate the overall support experience.
• Knowledge Base Management – Contribute to and refine the internal knowledge base, ensuring that information is accurate, accessible, and up‑to‑date for both customers and teammates.
• Community Engagement – Participate in community forums, social media channels, and in‑game events to gather real‑time feedback and foster player loyalty.
• Collaboration with Cross‑Functional Teams – Work closely with engineering, product, marketing, and analytics teams to resolve bugs, launch new features, and improve overall player experience.
• Training & Onboarding – Mentor new hires, conduct training sessions, and help them acclimate to brighthush’s support processes and culture.
• Reporting & Analytics – Generate weekly and monthly reports on ticket volume, resolution times, and customer satisfaction metrics for leadership review.

Essential Qualifications

• Proven experience in a customer support or service role, ideally within digital, gaming, or online entertainment environments.
• Exceptional written and verbal communication skills, with the ability to handle sensitive situations with professionalism and empathy.
• Comfortable working to metrics and targets in a remote, high‑velocity team; you know your numbers and take ownership of them.
• Experience managing escalations or mentoring peers through complex customer issues.
• Proficiency with CRM or ticketing platforms (e.g., brighthush, brighthush, brighthush) to log interactions and maintain clean, reliable records.
• A curiosity for product improvement; you don’t just close tickets—you notice patterns that keep tickets opening.
• Experience in social casino, iGaming, or regulated consumer products is a plus.
• Strong organizational skills and the ability to juggle multiple priorities in a fast‑moving environment.
• Self‑motivated, proactive, and comfortable working independently from anywhere in the world.

Preferred Qualifications

• Background in the gaming industry or a related digital entertainment field.
• Multilingual capabilities, especially in languages spoken by our key markets.
• Experience with data analytics tools (e.g., brighthush, brighthush) to surface insights from support data.
• Knowledge of regulatory compliance in gaming jurisdictions.
• Familiarity with agile development practices and sprint cycles.
• Previous experience in a remote-first organization with distributed teams.

Skills & Competencies

• Customer‑Centric Mindset – Passion for delivering exceptional service and building lasting relationships.
• Analytical Thinking – Ability to dissect complex problems, identify root causes, and propose sustainable solutions.
• Communication Excellence – Clear, concise, and empathetic communication across multiple channels.
• Collaboration & Mentorship – Willingness to share knowledge and support teammates in a remote environment.
• Adaptability & Resilience – Thrive in a fast‑moving, ever‑evolving industry while maintaining composure under pressure.
• Tech Savvy – Comfortable navigating multiple software tools, from CRM systems to analytics dashboards.
• Time Management – Prioritize tasks effectively and meet deadlines in a dynamic setting.
• Problem‑Solving – Creative approach to troubleshooting and resolving customer issues.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as our games. As a Customer Support Specialist, you’ll have the chance to:

• Progress into senior support roles, such as Team Lead or Support Manager, where you’ll shape strategy and mentor a growing team.
• Transition into product or quality assurance roles, leveraging your frontline insights to influence game design and user experience.
• Participate in cross‑functional projects, collaborating with engineering, marketing, and community teams to drive holistic improvements.
• Access continuous learning resources, including industry conferences, webinars, and internal training programs focused on customer experience, data analytics, and product development.
• Earn certifications in customer support best practices, data analysis, or product management through our learning stipend.
• Take on leadership roles in community engagement initiatives, shaping the voice of the player community.

Work Environment & Company Culture

brighthush is proud of its inclusive, high‑energy culture that values transparency, ownership, and innovation. Key highlights include:

• Remote‑First Flexibility – Work from anywhere in the world (Bulgaria, Romania, Georgia, Poland, or any other location that meets our remote policy).
• Collaborative Spirit – Cross‑functional teams that celebrate wins together and learn from challenges.
• Growth Mindset – Continuous feedback loops, mentorship programs, and a commitment to personal and professional development.
• Community Focus – A strong emphasis on player satisfaction, with a dedicated community team that listens, engages, and evolves.
• Fun & Passion – A workplace where creativity thrives, and every team member is encouraged to bring their authentic self to work.
• Diversity & Inclusion – A vibrant, multicultural team that celebrates differences and fosters belonging.
• Well‑Being Support – Virtual fitness classes, mental health resources, and a wellness stipend to keep you energized.
• Innovation Labs – Opportunities to experiment with new support technologies, AI chatbots, and automation tools.

Compensation, Perks, and Benefits

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

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses tied to individual and team metrics.
• Health, dental, and vision insurance options.
• Generous paid time off and flexible holiday scheduling.
• Employee stock‑option or equity participation plans.
• Continuous learning stipend for courses, certifications, and conferences.
• Wellness programs, including virtual fitness classes and mental health resources.
• Regular team events, both virtual and in‑person, to foster camaraderie.
• Home‑office stipend to set up a productive remote workspace.
• Flexible work hours with core overlap to support global collaboration.
• Annual performance reviews with clear career progression pathways.

Why Join brighthush?

When you join brighthush, you’re not just taking a job—you’re becoming part of a movement that’s reshaping the social casino landscape. You’ll:

• Work alongside passionate, talented professionals who are dedicated to pushing the boundaries of gaming.
• Have a direct impact on millions of players worldwide, ensuring their experiences are smooth, enjoyable, and memorable.
• Benefit from a culture that rewards ownership, transparency, and results over bureaucracy.
• Enjoy a flexible, remote work environment that supports work‑life balance.
• Grow your career in a company that values learning, innovation, and personal development.
• Be part of a community that celebrates diversity, creativity, and continuous improvement.
• Contribute to cutting‑edge projects that blend technology, storytelling, and community engagement.

Application Process

Ready to bring your customer‑support expertise to a company that’s redefining the industry? If you’re driven by ownership, transparency, and a passion for delivering world‑class service, we want to hear from you.

To apply, simply click the link below, submit your resume and cover letter, and we’ll review your application promptly. Our hiring team will reach out within 5–7 business days to schedule a brief introductory call. From there, you’ll progress through a structured interview process that includes a skills assessment, a case study discussion, and a cultural fit conversation with a senior leader.

Apply Today

Take the next step in your career and join the brighthush team. Click the link below to submit your application and start a conversation about how you can help shape the future of social casino gaming.