Senior Bilingual Gaming Customer Support Specialist – Simplified Chinese & English – Remote – Champion Player Experience at brighthush

Welcome to brighthush – Where Customer Experience Meets Gaming Innovation

At brighthush, we are redefining the way brands connect with audiences worldwide. As a global leader in customer experience, we partner with everything from nimble startups to Fortune 500 giants, delivering world‑class support, community management, and content moderation in over 90 countries and 50+ languages. Our fully remote, high‑energy culture empowers teams to work from anywhere while staying tightly knit through collaboration, continuous learning, and a shared passion for innovation.

Why Gaming? Why brighthush?

The gaming industry is one of the fastest growing entertainment sectors, with millions of players demanding instant, reliable support to keep their experience seamless. At brighthush, we partner with leading game publishers to provide top‑tier customer service that enhances player satisfaction and loyalty. If you love gaming, enjoy problem‑solving, and want to make a real impact on a global community, this role is your gateway to an exciting career at the intersection of technology, customer experience, and entertainment.

Role Overview

As a Senior Bilingual Gaming Customer Support Specialist, you will be the frontline advocate for players, ensuring that every interaction is positive, efficient, and memorable. You will work closely with game developers, QA teams, and product managers to translate player feedback into actionable improvements, while also maintaining a high standard of service across all touchpoints.

Key Responsibilities

• Multilingual Ticket Resolution: Respond to player inquiries in Simplified Chinese and English via ticketing systems and live chat, diagnosing and resolving gameplay, account, and technical issues.
• Data‑Driven Issue Management: Use analytics to identify patterns, prioritize high‑impact problems, and collaborate with cross‑functional teams to implement long‑term fixes.
• Knowledge Base Enhancement: Author clear, concise help articles and FAQs that empower players to solve common issues independently.
• Feedback Loop Creation: Capture player sentiment and relay actionable insights to game developers, QA teams, and product managers.
• Performance Excellence: Meet or exceed key metrics such as first‑response time, resolution rate, and customer satisfaction scores.
• Continuous Learning: Stay current with game updates, patches, and industry trends to provide accurate, up‑to‑date assistance.
• Process Adherence: Follow detailed SOPs and escalation paths to maintain consistency and quality across all interactions.
• Team Collaboration: Participate in weekly cross‑functional syncs, share best practices, and mentor junior support agents.
• Innovation & Automation: Identify opportunities for process automation and propose tools or scripts that improve efficiency.
• Community Engagement: Monitor social channels and community forums for emerging issues and proactively address them.

Essential Qualifications

• Professional fluency in Simplified Chinese and English, with exceptional written communication skills in both languages.
• Strong analytical thinking, logical reasoning, and critical reading abilities.
• Meticulous attention to detail and a proven track record of following complex processes.
• Excellent research, troubleshooting, and problem‑solving skills.
• Patience, adaptability, and a genuine customer‑first mindset.
• Prior experience in live chat or ticket‑based support environments.
• Rapid learning aptitude for new tools, systems, and workflows.
• Confidence in asking clarifying questions and seeking guidance when needed.
• Passion for gaming and a solid grasp of basic PC troubleshooting.
• Familiarity with online multiplayer games and gaming terminology.

Preferred Qualifications

• Experience supporting large‑scale online games or esports titles.
• Knowledge of game development pipelines (e.g., Unity, Unreal Engine).
• Background in community management or social media moderation.
• Technical certifications (e.g., CompTIA A+, Microsoft Certified).
• Experience with CRM platforms such as Zendesk, Freshdesk, or Jira Service Desk.
• Experience with data visualization tools (e.g., Tableau, Power BI).

Technical & System Requirements

To ensure a smooth remote experience, candidates must meet the following hardware and software criteria:

• Operating System: Windows 11 (or equivalent)
• Processor: Intel® Core™ i3 (4.0 GHz or higher) or AMD Ryzen™ 3 (3.5 GHz or higher)
• Memory: 16 GB RAM minimum
• Graphics: NVIDIA GeForce GTX 1050, AMD Radeon RX 570, or equivalent
• Storage: At least 50 GB available SSD space
• Internet: Reliable broadband connection (minimum 50 Mbps download, 10 Mbps upload; fiber preferred)
• Security: Willingness to install required security software and enable two‑factor authentication (2FA)
• Camera: Webcam or smartphone capable of clear identity verification photos
• Workspace: Quiet, secure, dedicated area free from distractions
• Audio: High‑quality headset with noise‑canceling microphone
• Optional: Dual monitors to enhance productivity and multitasking efficiency

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your ambition and performance. We offer:

• Professional Development: Access to online courses, certifications, and workshops covering customer experience, gaming technology, and leadership skills.
• Mentorship programs pairing you with senior support engineers and product managers.
• Internal mobility across support, community management, and product teams.
• Annual performance reviews with clear pathways to promotion and salary increases.
• Participation in industry conferences, webinars, and gaming events.
• Opportunities to lead projects, such as knowledge‑base overhauls or process automation initiatives.
• Cross‑functional shadowing to broaden your skill set and network.

Work Environment & Company Culture

Our remote‑first culture means you can work from anywhere while staying connected to a vibrant community of professionals. Highlights include:

• Flexible working hours to accommodate global time zones and personal life.
• Regular virtual team building events, game nights, and hackathons.
• Inclusive, diverse, and supportive environment that values every voice.
• Transparent communication from leadership through weekly town halls.
• Commitment to work‑life balance and mental well‑being resources.
• Access to a company‑wide Slack workspace for instant collaboration.
• Annual “Innovation Day” where teams pitch new ideas for improving player experience.
• Community service initiatives that allow you to give back while building team bonds.

Compensation & Benefits

While specific rates vary by location, experience, and role complexity, we offer a competitive hourly rate that reflects industry standards for bilingual gaming support specialists. In addition to base pay, you will receive:

• Health, dental, and vision insurance (where applicable).
• Paid time off, including vacation, sick leave, and personal days.
• Retirement savings plan with company match (for eligible employees).
• Technology stipend to maintain a high‑quality home office setup.
• Employee referral bonuses and performance incentives.
• Access to a comprehensive learning platform and professional development budget.
• Monthly wellness stipend for fitness or mindfulness apps.
• Flexible spending account for health and dependent care.
• Annual stipend for gaming equipment upgrades.

Our Commitment to Diversity, Equity, and Inclusion

brighthush is proud to foster a culture where every individual feels respected, heard, and empowered. We actively seek to build a workforce that reflects the diverse communities we serve, and we provide ongoing training on unconscious bias, inclusive communication, and equitable hiring practices.

How to Apply

Ready to join a dynamic team that values your expertise and passion for gaming? Click the link below to submit your application and start your journey with brighthush.