Senior Customer Support Specialist – Global Trust & Resolution Champion (Remote Lithuania) – Elevate User Confidence, Drive Digital Integrity, and Champion Customer Trust at brighthush

About brighthush

brighthush is more than a technology provider; it is a catalyst for digital transformation, redefining how individuals and enterprises connect, collaborate, and thrive in an increasingly interconnected world. From a modest startup to a trusted global platform, brighthush has empowered millions with intuitive, user‑centric solutions that turn complex challenges into seamless experiences. Our journey is driven by curiosity, resilience, and an unwavering commitment to excellence, making us a beacon of innovation in the tech ecosystem.

Why This Role Matters

As a Senior Customer Support Specialist – Global Trust & Resolution Champion, you become the frontline guardian of our users’ experience. You’ll be the voice that resolves intricate issues, investigates potential fraud, and ensures every interaction reflects the highest standards of trust, transparency, and professionalism. This role is ideal for individuals who thrive in fast‑paced, data‑driven environments and who are passionate about safeguarding the integrity of a worldwide platform.

Key Responsibilities

• Issue Diagnosis & Resolution: Quickly identify root causes of user problems—from account access glitches to transaction disputes—using a blend of technical acumen and empathetic communication.
• Fraud Detection & Mitigation: Scrutinize fraud reports, identify patterns, and collaborate closely with the security team to neutralize risks before they impact users.
• Multi‑Channel Support: Deliver clear, concise, and courteous assistance across chat, email, and phone, ensuring each interaction leaves a lasting positive impression.
• Documentation & Analytics: Maintain meticulous records of customer interactions, escalation paths, and resolution outcomes in our ticketing system, enabling data‑driven improvements.
• Process Optimization: Spot recurring issues, propose actionable enhancements, and champion initiatives that streamline support workflows and reduce resolution time.
• Compliance & Confidentiality: Handle sensitive data with the utmost discretion, adhering to GDPR and internal data protection policies.
• Shift Flexibility: Operate across day, evening, and weekend shifts to provide 24/7 coverage for our global user base.

Essential Qualifications

• Fluent in Lithuanian and English, both written and spoken.
• Exceptional written and verbal communication skills.
• Unwavering attention to detail and a methodical approach to problem solving.
• Integrity in handling confidential information.
• Experience in customer support or a related field is preferred but not mandatory.
• Comfortable working remotely with reliable internet connectivity.
• Proficiency with ticketing systems (e.g., brighthush, brighthush) and basic troubleshooting of web and mobile applications.

Preferred Qualifications

• Prior experience in a tech or gaming support role.
• Knowledge of fraud detection tools and security best practices.
• Experience with CRM platforms and data entry.
• Familiarity with the gaming ecosystem or digital marketplaces.
• Multilingual capabilities beyond Lithuanian and English.

Skills & Competencies

• Analytical Thinking: Ability to dissect complex problems and identify root causes.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Adaptability: Thrive in a dynamic environment with evolving priorities.
• Collaboration: Work seamlessly with cross‑functional teams, including security, product, and engineering.
• Time Management: Prioritize tasks effectively to meet SLA targets.
• Technical Aptitude: Comfortable navigating multiple platforms and troubleshooting basic technical issues.

Career Growth & Learning Opportunities

At brighthush, growth is a shared journey. As a Senior Customer Support Specialist, you will have access to:

• Structured onboarding and mentorship programs that pair you with seasoned experts.
• Regular training sessions on product updates, security protocols, and customer service excellence.
• Clear career pathways to roles such as Senior Support Analyst, Support Team Lead, or Product Support Engineer.
• Opportunities to contribute to cross‑departmental projects, enhancing your skill set and visibility.
• Access to an internal learning portal featuring courses on communication, conflict resolution, and technical troubleshooting.

Work Environment & Company Culture

brighthush champions a culture of inclusivity, innovation, and work‑life balance. Our remote‑first approach means you can work from anywhere in Lithuania or Vilnius, while still feeling connected to a vibrant community of professionals. We host quarterly virtual town halls, hackathons, and wellness challenges to keep our team engaged and energized.

We celebrate diversity through inclusive hiring practices, employee resource groups, and a commitment to equal opportunity. Our leadership team is transparent, approachable, and always open to feedback, ensuring that every voice is heard.

Compensation & Benefits

We offer a competitive salary range of EUR 17,264 – 25,896 per year, commensurate with experience and performance. In addition, you will enjoy:

• Generous paid time off, including vacation, sick leave, and personal days.
• Health and wellness stipend to support your physical and mental well‑being.
• Flexible working hours and a supportive remote work infrastructure.
• Annual performance bonuses and equity participation opportunities.
• Access to a comprehensive benefits package covering health, dental, and vision insurance.
• Continuous professional development budget for courses, certifications, and conferences.

How to Apply

Ready to join a forward‑thinking team that values integrity, innovation, and customer delight? Submit your application through our careers portal or click the link below to explore this exciting opportunity.

Apply to brighthush Today

Closing Statement

At brighthush, we are more than a company – we are a community of problem‑solvers, dreamers, and doers. If you are eager to protect our users, resolve challenges with precision, and grow alongside a passionate team, we want to hear from you. Bring your expertise, curiosity, and dedication to a role that makes a real difference. Join us and help shape the future of digital trust.