Senior Customer Support Lead – VIP & High‑Performance Team Management at brighthush

About brighthush

brighthush is a trailblazing consultancy and service provider at the intersection of iGaming, entertainment, and cutting‑edge technology. With a portfolio that spans strategic brand development, market research, bespoke IT solutions, and talent management, we empower our clients to navigate a rapidly evolving landscape, seize new opportunities, and scale sustainably across global markets. Our culture is built on bold ambition, relentless curiosity, and a commitment to turning challenges into competitive advantages.

Why Join brighthush?

At brighthush, you’ll be part of a fast‑growing team that thrives on innovation, collaboration, and measurable impact. We don’t just set goals – we exceed them. If you’re passionate about delivering world‑class customer experiences, love data‑driven decision making, and want to lead a high‑performing team in a dynamic industry, this is the place for you.

Key Responsibilities

As the Customer Support Lead, you will be the driving force behind our support function, ensuring that every player interaction reflects the brighthush standard of excellence. Your day‑to‑day responsibilities will include:

• Team Leadership & Development: Build, mentor, and scale a VIP Customer Support team that aligns with our growth trajectory.
• Performance Management: Define, monitor, and optimize key metrics such as CSAT, FRT, SLA, Quality, AHT, FCR, and overall productivity.
• Process Design: Establish clear workflows, escalation protocols, and quality assurance standards to support scalable operations.
• Data Analysis & Insight Generation: Leverage operational and customer data to uncover trends, diagnose issues, and recommend actionable improvements.
• Cross‑Functional Collaboration: Partner closely with QA, Training, Product, Operations, CRM, and Account Management/VIP teams to elevate service quality.
• Automation & Self‑Service Initiatives: Identify opportunities for automation, knowledge base enhancements, and process optimizations that improve efficiency and player satisfaction.
• Voice of the Customer: Act as the advocate for players, translating recurring pain points into product and operational enhancements.

Essential Qualifications

• Minimum 4 years of experience in Customer Support or a related customer‑facing role.
• At least 1 year in a leadership capacity (Team Lead, Manager, or equivalent).
• Proven track record of managing support metrics (CSAT, FRT, SLA, Quality, AHT, FCR).
• Strong analytical mindset with the ability to translate data into tangible improvements.
• Upper‑Intermediate proficiency in English (written and spoken) for effective communication within an international team.

Preferred Qualifications

• Experience in the iGaming sector, with a deep understanding of the player journey and industry‑specific customer needs.
• Background working with Product, Operations, CRM, or Account Management/VIP teams.
• Familiarity with automation tools, self‑service platforms, and process‑improvement frameworks.

Skills & Competencies

• Leadership & People Management: Ability to inspire, coach, and develop a high‑performing team while fostering a positive, inclusive culture.
• Communication: Clear, concise, and persuasive communication across all levels, from frontline agents to executive stakeholders.
• Customer‑Centric Mindset: Deep empathy for players, with a relentless focus on delivering exceptional experiences.
• Analytical & Problem‑Solving: Strong quantitative skills, data‑driven decision making, and a knack for root‑cause analysis.
• Process Orientation: Expertise in designing, documenting, and refining support workflows and escalation paths.
• Adaptability: Thrives in a fast‑changing environment, turning challenges into opportunities for growth.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. We offer:

• Annual salary reviews tied to performance and impact.
• Individual training budgets for conferences, workshops, and language courses.
• Access to brighthush University – leadership programs, knowledge‑sharing sessions, and industry webinars.
• Personal development plans tailored to your career aspirations.
• Mentorship from senior leaders and cross‑functional peers.

Work Environment & Company Culture

Our culture is defined by three core values that shape every interaction:

• Grow Together: Collaboration is at the heart of everything we do. We celebrate shared successes and support one another to reach collective goals.
• Drive Results Over Process: We set ambitious, measurable objectives and focus on outcomes that propel brighthush forward.
• Be Ready for Change: We view challenges as catalysts for growth, continuously adapting to stay ahead of industry trends.

Beyond values, we foster a vibrant, inclusive environment where creativity, curiosity, and continuous improvement thrive. Whether you’re working remotely across Europe or in one of our dynamic office spaces, you’ll find a supportive community that values work‑life balance and personal well‑being.

Compensation & Benefits

While specific figures vary by role and experience, brighthush offers a competitive compensation package that includes:

• Base salary with annual performance‑based reviews.
• Comprehensive medical insurance and financial aid.
• Benefit cafeteria covering gym memberships, dental care, psychological services, and more.
• Fully paid sick leave and generous paid vacation.
• Individual annual training budget for professional growth.
• Free lunches at the office and regular corporate events.
• Well‑being program (brighthush Care) to support mental and physical health.

How to Apply

If you’re ready to lead a high‑impact customer support team, drive measurable results, and grow with a forward‑thinking organization, we’d love to hear from you. Submit your application through our careers portal or click the link below to start your journey with brighthush.

Closing Statement

At brighthush, we believe that exceptional customer support is the cornerstone of lasting player relationships and sustainable business growth. As our Customer Support Lead, you will shape the future of our support operations, empower a talented team, and directly influence the player experience that sets us apart in the iGaming industry. If you’re passionate about leading, innovating, and delivering excellence, join us and help us write the next chapter of success.