Seasoned Multilingual Customer Support Specialist – Shift‑Based Remote Role in the Thriving Social Gaming Landscape at brighthush

About brighthush

brighthush is not just a name in the social gaming arena – it’s a movement. With a vibrant community of over 12 million players across 50+ countries, we’re redefining how people connect, compete, and celebrate through play. Our portfolio spans casual mobile titles, live‑action multiplayer experiences, and immersive virtual worlds, all powered by cutting‑edge technology and a relentless focus on user delight. At brighthush, we believe that every interaction, every support ticket, and every feedback loop is an opportunity to elevate the player journey and strengthen the bond between our games and their audiences.

Why brighthush is the Place to Grow Your Career

In a world where digital entertainment is evolving at breakneck speed, brighthush stands out as a beacon of innovation, inclusivity, and employee empowerment. We’re a fully remote, distributed team that spans continents – from the bustling tech hubs of Poland and Romania to the creative corridors of Georgia and Latvia. This global footprint means you’ll collaborate with diverse minds, learn new cultural perspectives, and build a network that transcends borders. Our culture is built on three pillars: Creativity, Collaboration, and Continuous Improvement. Whether you’re a seasoned support veteran or a fresh graduate eager to dive into the gaming world, you’ll find a place to thrive, learn, and make a tangible impact.

Position Overview

We’re on the hunt for a Seasoned Multilingual Customer Support Specialist to join our remote support squad. This role is perfect for individuals who are fluent in English, possess stellar computer literacy, and thrive in a fast‑paced, multi‑channel communication environment. You will be the first line of contact for our players, ensuring they receive timely, accurate, and friendly assistance across chat, email, and social media. Beyond day‑to‑day support, you’ll mentor new agents, coach them through onboarding, and help elevate the overall quality of our support team.

Key Responsibilities

• Multi‑Channel Support Excellence: Handle inbound customer inquiries via live chat, email, and social media with professionalism, empathy, and a deep understanding of our games.
• Account & Documentation Management: Verify user documentation, account details, and transaction histories to resolve issues efficiently and accurately.
• Escalation & Collaboration: Identify complex or sensitive queries, route them to the appropriate internal teams (Product, Engineering, QA), and maintain clear, concise communication throughout the process.
• Ticketing System Mastery: Document all interactions in our Zendesk ticketing system, ensuring data integrity, compliance, and adherence to SLA metrics.
• Shift Flexibility: Participate in shift rotations, including evenings, weekends, and holidays, to provide 24/7 coverage for our global player base.
• Product Feedback Loop: Collaborate with cross‑functional teams to provide real‑world feedback, suggest product improvements, and help shape future updates.
• Knowledge Base Stewardship: Assist in creating, reviewing, and maintaining knowledge base articles on Confluence, ensuring information is clear, up‑to‑date, and accessible.
• Mentorship & Training: Act as a mentor and trainer for new hires, delivering onboarding sessions, ongoing coaching, and performance reviews.
• Performance Analytics: Track and report on key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores, and use insights to drive continuous improvement.
• Industry Awareness: Stay up‑to‑date with product updates, policy changes, and industry best practices, and share knowledge with the team.

Essential Qualifications

• Fluent in English (written and spoken) with excellent communication skills.
• Strong computer literacy: comfortable navigating multiple web applications, spreadsheets, and knowledge bases.
• Exceptional attention to detail and organizational skills.
• Ability to manage multiple conversations simultaneously without compromising quality.
• Experience working in a shift‑based environment, including nights, weekends, and holidays.
• Proficiency with Zendesk and Confluence is highly desirable.
• Strong problem‑solving skills and a customer‑centric mindset.
• Self‑motivated, proactive, and eager to learn and grow.

Preferred Qualifications

• Previous experience in a customer support role within the gaming or technology industry.
• Knowledge of social gaming trends, platforms, and community engagement strategies.
• Experience coaching or training new support agents.
• Familiarity with CRM systems and ticketing workflows.
• Multilingual capabilities beyond English (e.g., Spanish, French, German, Russian).

Skills & Competencies

• Customer‑First Attitude: Passion for solving problems and ensuring player satisfaction.
• Adaptability & Resilience: Thrive in a fast‑moving, high‑volume environment.
• Analytical Thinking: Data‑driven decision‑making and continuous improvement mindset.
• Team Player: Collaborate effectively across departments and cultures.
• Self‑Motivation: Proactively identify improvement opportunities and take ownership.

Career Growth & Learning Opportunities

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

• Progress into a Senior Support Specialist or Team Lead role, taking on greater responsibility and leadership.
• Transition into product or quality assurance positions, leveraging your deep understanding of user needs and pain points.
• Participate in leadership development programs and mentorship initiatives that sharpen your managerial skills.
• Attend industry conferences, webinars, and workshops to stay ahead of gaming trends and best practices.
• Contribute to internal knowledge‑sharing sessions and cross‑departmental projects that shape the future of our games.
• Earn certifications in customer support, project management, or gaming analytics through our learning budget.

Work Environment & Culture

brighthush fosters a culture of inclusivity, creativity, and continuous improvement. Our remote workforce spans Poland, Romania, Latvia, Georgia, and beyond, creating a diverse and vibrant community. We celebrate achievements through virtual meet‑ups, hackathons, and recognition programs. Flexibility is at the core of our work model, allowing you to manage your schedule while maintaining high performance standards. We encourage open communication, cross‑functional collaboration, and a healthy work‑life balance, ensuring that every team member feels valued and empowered.

Compensation & Perks

While specific salary details are tailored to experience and location, brighthush offers a competitive compensation package that includes:

• Performance‑based bonuses and incentives aligned with team and company goals.
• Health and wellness benefits, including mental health support and access to virtual fitness programs.
• Generous paid time off, flexible holiday policies, and the ability to take personal days as needed.
• Access to a comprehensive learning and development budget for courses, certifications, and conferences.
• Regular team‑building events, virtual social gatherings, and community outreach initiatives.
• Equity or stock‑option opportunities for long‑term contributors, aligning your success with the company’s growth.
• Monthly tech stipend to upgrade your home office setup.

How to Apply

If you’re ready to bring your passion for customer service, your love for gaming, and your drive for excellence to a fast‑growing, remote team, we want to hear from you. Click the link below to submit your application and join the brighthush family. We look forward to exploring how your unique skills can help us elevate the player experience worldwide.