Seasoned Portuguese‑Speaking Customer Support Specialist – Remote, 100% Home Office, iGaming & Digital Services – Join brighthush

About brighthush

brighthush is a global, remote‑first technology and customer experience powerhouse that partners with world‑class brands to deliver seamless, high‑impact support solutions. With a laser focus on the online gaming and digital services sectors, we blend cutting‑edge technology with genuine empathy to create customer journeys that delight, retain, and drive revenue growth. Our distributed team spans continents, united by a shared passion for innovation, collaboration, and continuous learning.

The Mission

At brighthush, we don’t just close tickets – we build lasting relationships. Our mission is to empower brands to provide world‑class customer experiences by combining advanced support tools, data‑driven insights, and a human touch. We strive to create an environment where every team member feels valued, challenged, and inspired to push the boundaries of what’s possible in customer support.

Why This Role Matters

As a Portuguese‑speaking Customer Support Specialist, you will be the first line of communication for millions of players and users across the globe. Your ability to resolve issues quickly, communicate with empathy, and collaborate with cross‑functional teams will directly influence brand perception, customer loyalty, and ultimately, the bottom line. In a fast‑paced, high‑volume environment, your expertise will help shape the future of digital customer experience.

Key Responsibilities

• First‑Line Support: Serve as the primary point of contact for Portuguese‑speaking customers via phone, email, and live chat, ensuring timely and accurate responses.
• Issue Diagnosis & Resolution: Quickly assess customer inquiries, troubleshoot technical or procedural problems, and provide clear, actionable solutions. Escalate complex issues to the appropriate internal teams while maintaining a professional tone.
• Empathy & Communication: Actively listen to customer concerns, demonstrate genuine empathy, and articulate solutions in a concise, friendly manner that aligns with brand voice.
• Documentation & Knowledge Management: Record all customer interactions, actions taken, and outcomes in our CRM system to maintain a comprehensive knowledge base and support continuous improvement.
• Cross‑Functional Collaboration: Work closely with product, engineering, and quality assurance teams to resolve issues, share feedback, and drive product enhancements.
• Continuous Learning: Participate in ongoing training and development sessions to deepen product knowledge and enhance customer service skills.
• Quality Assurance: Review and provide feedback on support tickets to ensure consistency, accuracy, and adherence to brand guidelines.
• Process Improvement: Identify recurring pain points, propose actionable improvements, and help streamline support workflows to reduce resolution times.
• Performance Metrics: Meet or exceed key performance indicators such as first‑contact resolution, average handling time, and customer satisfaction scores.

Essential Qualifications

• Fluency in Portuguese (native or near‑native) and English, both written and spoken.
• Minimum of 1–2 years of experience in a customer support or related role, preferably within the online gaming or digital services industry.
• Strong communication skills with the ability to convey complex information in a clear, concise, and friendly manner.
• Proficiency with computer applications, CRM systems (e.g., brighthush, brighthush, or similar), and collaboration tools (brighthush, brighthush).
• Excellent problem‑solving abilities and a customer‑first mindset.
• Ability to work independently in a fast‑paced, remote environment while managing multiple tasks simultaneously.
• Availability to work flexible hours, including evenings, weekends, and holidays as required by the business.

Preferred Qualifications

• Experience supporting customers in the online gaming or fintech sectors.
• Knowledge of ticketing best practices and customer experience metrics.
• Familiarity with data‑analysis tools or basic SQL queries.
• Experience with multilingual support or additional language skills.
• Previous remote work experience in a distributed team setting.

Skills & Competencies

• Customer‑Centricity: A genuine passion for helping customers and a commitment to delivering exceptional service.
• Technical Aptitude: Comfortable learning new software, troubleshooting technical issues, and navigating complex systems.
• Adaptability: Ability to thrive in a dynamic environment, quickly adjusting to new processes, tools, and priorities.
• Collaboration: Strong teamwork skills, with a willingness to share knowledge and support colleagues across time zones.
• Time Management: Efficiently prioritize tasks, meet deadlines, and maintain high productivity in a remote setting.
• Analytical Thinking: Ability to analyze customer data, identify trends, and recommend actionable improvements.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Support Specialist, you’ll have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular skill‑building workshops covering product updates, advanced support techniques, and industry trends.
• Clear career pathways, including opportunities to advance to Senior Support Analyst, Team Lead, or Product Specialist roles.
• Cross‑functional projects that expose you to engineering, product management, and marketing teams.
• Annual hackathons and innovation challenges that encourage creative problem‑solving.

Work Environment & Company Culture

brighthush’s culture is built on transparency, respect, and a shared commitment to excellence. Key highlights include:

• Remote‑First Flexibility: Work from anywhere with a reliable internet connection, supported by a stipend for home‑office equipment.
• Inclusive Community: A diverse, global team that celebrates different perspectives and backgrounds.
• Well‑Being Focus: Access to virtual wellness programs, mindfulness sessions, and flexible time off policies.
• Social Connection: Regular virtual team‑building events, themed coffee chats, and a company book club.
• Recognition & Rewards: Monthly shout‑outs, performance bonuses, and a culture of celebrating wins.

Compensation & Benefits

While specific salary ranges vary by experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market rates for remote customer support roles.
• Performance‑based bonuses tied to key metrics such as customer satisfaction and resolution time.
• Health, dental, and vision insurance options for employees and their families.
• Annual paid time off (20 working days) plus public holidays in your country of residence.
• Paid sick leave covering 100% of your salary for up to 14 days per year.
• Professional development stipend for courses, certifications, and conferences.
• Free access to language learning platforms and a monthly stipend for language courses.
• Company‑sponsored virtual events, team‑building activities, and a fully paid birthday celebration.
• Flexible work hours and the ability to work from any location worldwide.

How to Apply

Ready to join a forward‑thinking, remote‑first team that values innovation, empathy, and growth? Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Portuguese‑Speaking Customer Support Specialist role at brighthush. We look forward to exploring how your skills and passion can help us shape the future of customer experience.

Apply today and become part of something truly spectacular at brighthush!