Senior Customer Support Specialist & Trust & Resolution Lead – Remote Gaming Marketplace Expert – Drive Trust, Resolve Disputes, and Elevate Player Experience at brighthush

About brighthush

brighthush is the pulse of the global gaming economy. Since our launch in 2018, we have become the go‑to marketplace for millions of players seeking premium in‑game items, accounts, and services across more than 400 titles. With a community of over 12 million monthly visitors, we deliver an unrivaled blend of speed, security, and customer delight that keeps gamers coming back for more.

Our platform is built on three pillars: Speed – instant transactions and real‑time support; Security – advanced fraud analytics and transparent dispute resolution; and Trust – a culture that rewards curiosity, ownership, and bold ideas. At brighthush, every team member is empowered to iterate rapidly and make a tangible impact on the lives of millions of players worldwide.

Why brighthush?

We’re more than a marketplace; we’re a trust engine. Every transaction is protected by cutting‑edge fraud detection, a clear escalation path, and a team of 200+ dedicated professionals who thrive on solving complex problems. If you love gaming, enjoy tackling intricate challenges, and want to see your work directly influence 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 Senior Customer Support Specialist & Trust & Resolution Lead 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 to elevate the player experience.

Key Responsibilities

• Issue Resolution: Resolve buyer and seller inquiries with a focus on fairness, efficiency, and customer satisfaction. Use data and empathy to guide decisions.
• Fraud & Dispute Review: Scrutinize user reports related to potential fraud, order issues, and disputes. Apply company policies and industry best practices to protect both parties.
• Post‑Purchase Support: Assist customers via live chat, email, and ticketing systems with warranty requests, refunds, and any post‑purchase concerns.
• Cross‑Functional Collaboration: Work closely with Trust, Security, Product, and Engineering 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. Champion automation and knowledge‑base updates.
• Documentation & Knowledge Base: Maintain accurate records of interactions and update internal knowledge articles to empower both customers and teammates.
• Leadership & Mentorship: Guide junior support staff, share best practices, and foster a culture of continuous learning within the team.
• Analytics & Reporting: Track key metrics (resolution time, CSAT, dispute volume) and provide actionable insights to senior leadership.

Essential Qualifications

• Fluent in Lithuanian and English, with exceptional written and verbal communication skills.
• 5+ years of 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.
• Experience leading or mentoring a support team is highly desirable.

Preferred Qualifications

• Prior experience in fraud detection or dispute resolution.
• Deep knowledge of gaming industry dynamics and community expectations.
• Experience with ticketing systems (e.g., Zendesk, Freshdesk) and CRM tools.
• Basic understanding of data analytics to identify trends and root causes.
• Familiarity with gaming platforms, in‑game economies, and digital asset management.

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.
• Strong leadership qualities and the ability to coach and inspire others.
• Proficiency in using data dashboards and reporting tools.

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.

Our career ladder is transparent: from Specialist to Lead, to Manager, and beyond. Each level comes with increased responsibility, impact, and compensation. We also offer rotational programs that allow you to explore different facets of the business, ensuring you stay engaged and continuously grow.

Work Environment & Culture

brighthush is a fully remote organization, giving you the freedom to work from anywhere in Europe, the EU, EMEA, or Lithuania. For those who prefer a hybrid setup, we maintain a vibrant office in Vilnius. 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.

We believe that a healthy work‑life balance fuels creativity. That’s why we offer flexible working hours, generous time‑off policies, and a supportive environment where you can thrive both personally and professionally.

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.