Senior Bilingual Video Game Customer Support Specialist – Expert Written Support & Player Engagement – Remote, Full‑Time – Join the brighthush Global Gaming Community

About brighthush

brighthush is more than a video‑gaming company; it’s a worldwide movement that redefines how players experience digital worlds. With a community of over 20 million passionate gamers across every continent, brighthush blends cutting‑edge technology, immersive storytelling, and world‑class support into a single, seamless ecosystem. Our mission is simple yet bold: empower every player to enjoy their games without obstacles, while continuously pushing the boundaries of what player support can achieve. As a remote‑first organization, brighthush thrives on flexibility, innovation, and a culture that celebrates every player’s journey.

Role Overview

We are looking for a Senior Bilingual Video Game Customer Support Specialist – Expert Written Support & Player Engagement to become the cornerstone of our global support network. In this pivotal role, you will be the primary point of contact for players seeking assistance via chat, email, or ticketing systems. You will resolve a wide spectrum of issues—from account recovery to gameplay questions—ensuring every player feels heard, respected, and supported. Your expertise will help shape the future of player support at brighthush, driving satisfaction and loyalty across our worldwide community.

Key Responsibilities

• Multi‑Channel Support Excellence: Respond promptly to player inquiries through chat, email, and ticketing platforms, maintaining a high level of professionalism, empathy, and brand voice.
• Issue Diagnosis & Resolution: Diagnose and resolve player issues related to account access, in‑game purchases, technical glitches, and gameplay mechanics using a structured problem‑solving approach.
• Data Integrity & Documentation: Document all interactions accurately in our CRM system, ensuring data integrity, traceability, and compliance with privacy standards.
• Escalation Management: Escalate complex or unresolved issues to the appropriate internal teams (technical support, billing, or product teams) while keeping the player informed of progress.
• Cross‑Functional Collaboration: Work with product, engineering, and community teams to identify recurring problems, propose process improvements, and influence product roadmap decisions.
• Product Knowledge Mastery: Maintain up‑to‑date knowledge of game features, updates, and community guidelines to provide accurate, timely information.
• SLA & KPI Adherence: Adhere to response time SLAs and quality metrics, consistently meeting or exceeding performance targets and contributing to team goals.
• Continuous Learning: Participate in regular training sessions, knowledge‑sharing workshops, and industry webinars to stay current with emerging trends and internal tools.
• Content Creation: Contribute to the creation and maintenance of support documentation, FAQs, and knowledge base articles that empower players and reduce ticket volume.
• Process Improvement: Support the team’s continuous improvement initiatives by providing feedback on workflow, tools, and player experience.
• Mentorship & Leadership: Mentor junior support agents, sharing best practices, coaching techniques, and fostering a collaborative learning environment.

Essential Qualifications

• Fluency in both English and Spanish, with exceptional written communication skills in both languages.
• Strong multitasking ability, capable of handling multiple support tickets simultaneously while maintaining high quality and accuracy.
• Adaptability in a fast‑moving environment, with a proven track record of thriving amid change and ambiguity.
• Demonstrated commitment to delivering outstanding customer service, with a customer‑first mindset and a passion for gaming.
• Excellent listening skills and the ability to follow instructions accurately, ensuring clear and concise communication.
• Full‑time availability, with flexibility to work across different time zones as required by the global player base.
• High school diploma or equivalent (preferred but not mandatory).
• Residing in Mexico City or the State of Mexico to comply with local operational requirements.

Preferred Qualifications

• Previous experience in a customer support role within the gaming or tech industry, with a deep understanding of player expectations.
• Familiarity with ticketing systems such as brighthush, brighthush, or similar platforms, demonstrating adaptability to new tools.
• Experience with CRM tools and data entry best practices, ensuring clean, searchable records.
• Knowledge of gaming terminology, popular titles, and community culture, enabling authentic and relatable support.
• Basic understanding of troubleshooting common technical issues (e.g., login problems, connectivity, platform compatibility).
• Experience working in a remote, distributed team environment, with proven communication and collaboration skills.

Skills & Competencies

• Exceptional written communication in both English and Spanish, with a knack for simplifying complex information.
• Strong problem‑solving skills and a proactive approach to issue resolution, anticipating player needs.
• High emotional intelligence, with the ability to remain calm, supportive, and solution‑focused under pressure.
• Attention to detail and meticulous record‑keeping, ensuring data accuracy and compliance.
• Team player who thrives in collaborative, cross‑functional settings, fostering a culture of shared success.
• Tech‑savvy, comfortable learning new software and tools quickly, and staying ahead of industry innovations.
• Time‑management skills, with the ability to prioritize tasks effectively and meet deadlines.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a senior written support specialist, you will have the opportunity to:

• Advance to senior support roles such as Lead Support Agent or Team Lead, guiding a high‑performing team.
• Transition into specialized areas like Technical Support, Community Management, or Product QA, leveraging your gaming expertise.
• Participate in internal training programs covering advanced customer service techniques, product knowledge, and leadership development.
• Attend industry conferences, webinars, and workshops to stay ahead of gaming trends and network with peers.
• Contribute to process improvement projects that shape the future of player support at brighthush, driving measurable impact.
• Earn certifications in customer service, CRM administration, or gaming analytics, enhancing your professional portfolio.

Work Environment & Company Culture

brighthush fosters a culture of inclusivity, creativity, and continuous improvement. Our remote work model empowers employees to balance professional growth with personal well‑being. You’ll join a diverse team of passionate gamers, developers, and support specialists who value:

• Open communication and transparency across all levels, encouraging idea sharing and feedback.
• Innovation and experimentation in solving player challenges, rewarding creative solutions.
• Recognition of individual contributions and achievements, celebrating milestones and successes.
• Work‑life balance, with flexible scheduling and remote work options that respect personal commitments.
• Community engagement, including participation in gaming events, fan outreach, and charity initiatives.
• Professional development, with a culture that supports learning, mentorship, and career advancement.

Compensation & Benefits

While specific figures may vary, we offer a competitive salary package that reflects your experience and the value you bring to our team. In addition to base pay, you will enjoy:

• Health and dental insurance coverage for you and your family, ensuring peace of mind.
• Paid time off, including vacation days, personal days, and public holidays, supporting rest and rejuvenation.
• Employee wellness programs, such as gym memberships, mental health resources, and mindfulness sessions.
• Professional development budget for courses, certifications, and conferences, fostering continuous growth.
• Employee discount programs for gaming products and partner services, rewarding your passion for the industry.
• Regular performance reviews and clear metrics for career advancement, aligning goals with rewards.
• Flexible work arrangements, including remote work and adjustable hours to accommodate global player support.

Additional Perks & Benefits After 3 Months

• Medical expenses insurance to support your health and well‑being.
• Saving funds program to help you plan for the future.
• Grocery vouchers worth $1,200 to ease everyday living costs.
• Additional wellness perks such as virtual fitness classes and mental health counseling.

How to Apply

Ready to join a team that values your passion for gaming and your commitment to exceptional customer service? Click the link below to submit your application and become part of the brighthush family.

Apply to This Job

Privacy & Data Protection

By submitting your application, you acknowledge that brighthush will collect and process your personal information in accordance with our Applicant Privacy Notice. For more details, please review our privacy policy at https://brighthush.com/privacy.

Final Call to Action

At brighthush, every player’s experience matters. If you are a dedicated, bilingual communicator with a passion for gaming and a desire to help players overcome challenges, we want to hear from you. Apply now and help shape the future of player support worldwide.