Senior Customer Support Specialist & Trust & Resolution Lead – Remote Gaming Marketplace Expert – Join brighthush

About brighthush

brighthush is more than a marketplace; it’s the beating heart of the global gaming economy. Since launching in 2018, we have connected millions of players with premium in‑game items, accounts, and services across more than 400 titles—now represented by the brighthush brand, the brighthush brand, and the brighthush brand, among countless others. Our community now boasts over 12 million monthly visitors, and our platform is the go‑to destination for gamers who demand speed, security, and an unrivaled user experience.

At brighthush, speed is a promise, security is a standard, and customer delight is a culture. We empower gamers to trade with confidence, backed by rigorous fraud detection, transparent dispute resolution, and a team of 200+ dedicated professionals who thrive on rapid iteration and bold ideas.

Why brighthush?

We’re more than a marketplace; we’re a trust engine. Every transaction is protected by advanced fraud analytics, a clear escalation path, and a culture that rewards curiosity and ownership. If you love gaming, enjoy solving complex problems, and want to see your work directly impact millions of players, brighthush is the place to grow.

Position Overview

We’re expanding our Customer Experience, Trust & Resolution team and are looking for a Customer Support Specialist to join us in a fully remote capacity. In this role, you will be the frontline guardian of our community’s trust, ensuring that every buyer and seller receives fair, timely, and empathetic support. You will collaborate across departments, investigate potential fraud, manage post‑purchase disputes, and continuously refine our support processes.

Key Responsibilities

• Issue Resolution: Resolve buyer and seller inquiries, ensuring fair and efficient outcomes while maintaining a high standard of customer satisfaction.
• Fraud & Dispute Review: Scrutinize user reports related to potential fraud, order issues, and disputes, applying company policies and industry best practices.
• Post‑Purchase Support: Assist customers via live chat and email with warranty requests, refunds, and any post‑purchase concerns.
• Cross‑Functional Collaboration: Work closely with the Trust, Security, and Product teams to resolve complex disputes and improve the overall user experience.
• Process Improvement: Identify bottlenecks, propose enhancements, and contribute to the evolution of our support workflows.
• Documentation & Knowledge Base: Maintain accurate records of interactions and update internal knowledge articles to empower both customers and teammates.

Essential Qualifications

• Fluent in Lithuanian and English, with exceptional written and verbal communication skills.
• Experience in customer support or a related role, preferably within the gaming or e‑commerce sector.
• Strong attention to detail and the ability to perform under pressure in a fast‑paced environment.
• Comfortable handling sensitive and confidential information with discretion.
• Proactive mindset, eager to improve processes and share innovative ideas.
• Availability to work flexible shifts, including day, night, weekdays, and weekends.

Preferred Qualifications

• Prior experience in fraud detection or dispute resolution.
• Knowledge of gaming industry dynamics and community expectations.
• Experience with ticketing systems (e.g., brighthush, brighthush) and CRM tools.
• Basic understanding of data analytics to identify trends and root causes.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering outstanding experiences.
• Strong analytical and problem‑solving abilities.
• Excellent time‑management and organizational skills.
• Team player who thrives in a collaborative, dynamic setting.
• Adaptability to new technologies and evolving processes.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You’ll gain access to an internal library of resources, the latest tools and technologies, and mentorship from seasoned experts. We sponsor attendance at industry conferences, provide regular skill‑building workshops, and encourage cross‑departmental projects that broaden your expertise. Whether you aspire to move into product management, security, or leadership, brighthush offers a clear path for advancement.

Work Environment & Culture

brighthush is a fully remote organization, giving you the freedom to work from anywhere in Europe, the EU, EMEA, or Lithuania. We also maintain a vibrant office in Vilnius for those who prefer a hybrid setup. Our culture is built on trust, transparency, and a shared love for gaming. We celebrate wins with game nights, sports events, and even a pet‑friendly policy that lets your furry friends join the fun. Our team values diversity, encourages open dialogue, and rewards bold ideas that push the boundaries of digital trading.

Compensation & Benefits

We offer competitive hourly rates: €8.30/hour (gross) for daytime shifts and €12.45/hour (gross) for night shifts. In addition to your base pay, you’ll enjoy:

• Health & Wellbeing: Private health insurance after the probation period, extra sick days without a doctor’s note, and wellness initiatives.
• Time Off: Standard vacation days plus an additional day per year, capped at 10 extra days.
• Equity Opportunities: Top performers may qualify for our generous stock‑options program.
• Perks: Monthly top‑ups to your brighthush account, gifts for life events, partner discounts, and referral bonuses.
• Office Perks (for those who work from Vilnius): Free parking, a fully stocked kitchen, Friday brunches, a gaming room with table football, a driving simulator, PS5, Xbox One, and more.
• Remote Flexibility: Work from home or choose to join our Vilnius office as you wish.

Application Process

Shortlisted candidates will be contacted by our Talent Acquisition team and invited to complete the following stages:

• HR interview – discuss your background, motivations, and fit with brighthush culture.
• Test task – demonstrate your problem‑solving and communication skills.
• Hiring manager interview – dive deeper into your experience and explore how you can contribute to our Trust & Resolution team.

We’re excited to meet passionate, customer‑focused professionals who want to shape the future of gaming commerce. If you’re ready to bring your expertise to a fast‑growing, innovative marketplace, apply today and join the brighthush family.