Senior Multichannel Customer Support Specialist – Email, Live Chat & Social Media – Championing Player Experience in Social Gaming & iGaming – Remote Brazil – Data‑Driven Growth & Innovation Leader

About brighthush

brighthush is a trailblazer in the social gaming and iGaming arena, fusing state‑of‑the‑art technology with a steadfast commitment to responsible gaming and player‑centric design. With millions of players across the globe, we create immersive, secure, and engaging experiences that blend entertainment with integrity. Our culture thrives on creativity, transparency, and inclusivity, empowering every team member to shape the future of digital entertainment—one conversation at a time.

Why brighthush is the Place to Grow Your Career

As we expand our global footprint, we’re looking for passionate, proactive professionals who excel in fast‑paced, data‑driven environments. At brighthush, you’ll join a high‑performance team that values ownership, transparency, and practical problem‑solving. You’ll have the chance to influence product direction, shape support processes, and directly impact player satisfaction on a worldwide scale. Help us redefine the social gaming experience for a diverse, worldwide audience.

Role Overview

As a Senior Multichannel Customer Support Specialist, you will be the frontline guardian of player experience across email, live chat, and social media. Your expertise will ensure that every player feels heard, valued, and empowered to enjoy our games safely and responsibly. You will own complex cases, mentor teammates, and drive continuous improvement initiatives that elevate service quality and operational efficiency.

Key Responsibilities

Multichannel Support Excellence

• Deliver timely, professional, and empathetic responses to player inquiries across email, live chat, and social media platforms.
• Maintain a consistent tone that reflects brighthush’s commitment to quality, fairness, and player satisfaction.
• Utilize knowledge bases, FAQs, and internal resources to resolve issues efficiently while ensuring compliance with regulatory standards.
• Proactively identify and flag recurring issues to the product and engineering teams.

Complex Case Ownership

• Take full responsibility for escalated or high‑impact cases, conducting root‑cause investigations and coordinating with cross‑functional teams (Product, Legal, Compliance, Marketing).
• Maintain transparent communication with players, providing regular updates until resolution.
• Document findings and lessons learned to inform future process improvements.
• Serve as a subject‑matter expert for specific game titles or platform features.

Service Performance Monitoring

• Track ticket queues, SLA adherence, and key performance indicators (KPIs) in real time.
• Identify bottlenecks, recommend workload redistribution, and proactively mitigate risks to keep response times within target thresholds.
• Generate weekly reports for the Customer Support Manager, highlighting trends, successes, and areas for improvement.
• Participate in quarterly business reviews to align support metrics with broader company goals.

Operational Procedure Execution

• Complete essential daily tasks—Big Winners, Play Safety, Legal View, end‑of‑shift reports, and Zendesk problem tickets—with precision and adherence to deadlines.
• Ensure all documentation is accurate, up‑to‑date, and compliant with internal policies and external regulations.
• Maintain a clean and organized ticketing environment to support audit readiness.

High‑Value Player Engagement

• Build lasting relationships with VIP and high‑value players, providing personalized support that enhances loyalty and lifetime value.
• Recognize upsell and cross‑sell opportunities, collaborating with the Marketing team to deliver tailored offers.
• Act as a trusted advisor, ensuring VIP players feel valued and heard.
• Collect and analyze feedback from high‑value players to inform product enhancements.

Team Development & Mentorship

• Onboard new agents, sharing best practices, and guiding them through internal processes.
• Foster a culture of continuous learning and high performance, encouraging teammates to share insights and ideas.
• Lead by example, demonstrating professionalism, resilience, and a customer‑centric mindset.
• Conduct regular knowledge‑sharing sessions and peer‑review workshops.

Continuous Improvement Champion

• Analyze recurring issues and emerging trends, presenting actionable insights to the Customer Support Manager.
• Contribute to process enhancements that elevate service quality and operational efficiency.
• Champion the adoption of new tools, technologies, and best practices to streamline support workflows.
• Drive pilot projects for new support features or automation initiatives.

Quality & Accountability Steward

• Adhere to established workflows, meet performance targets, and uphold professional standards in a collaborative, high‑energy environment.
• Actively participate in quality assurance initiatives, ensuring consistent delivery of top‑notch support.
• Maintain a personal scorecard of key metrics and continuously seek improvement.

Essential Qualifications

• Customer Support Experience: Minimum 2 years in a high‑volume, multichannel support role (email, live chat, social media). Experience in gaming, iGaming, or regulated customer‑service environments is highly desirable.
• Exceptional Written Communication: Demonstrated ability to craft clear, concise, and empathetic messages tailored to diverse player needs.
• Complex Issue Resolution: Proven track record of investigating, troubleshooting, and resolving escalated cases while maintaining composure under pressure.
• Technical Proficiency: Hands‑on experience with Zendesk or equivalent ticketing systems, and familiarity with structured support workflows.
• SLA & KPI Awareness: Deep understanding of service‑level agreements, response‑time expectations, and performance metrics in a high‑volume environment.
• Organizational Excellence: Strong attention to detail, ability to manage multiple priorities, and maintain accurate documentation.
• Team Collaboration: Transparent, proactive communicator who thrives in a collaborative, accountable culture.
• Adaptability & Initiative: Comfortable navigating dynamic priorities, taking ownership, and driving process improvements.

Preferred Qualifications

• Experience with social gaming platforms or online casino environments.
• Knowledge of regulatory frameworks (e.g., GRA, PAGCOR, UKGC) and compliance best practices.
• Previous mentorship or leadership experience within a support team.
• Multilingual capabilities (Portuguese, Spanish, English) to serve a global player base.
• Familiarity with analytics tools (e.g., Tableau, Power BI) for reporting and trend analysis.
• Experience with AI‑driven support tools or chat‑bot integration.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional player experiences.
• Problem‑Solving: Analytical thinker who can diagnose issues quickly and propose effective solutions.
• Communication: Strong verbal and written skills; ability to convey complex information simply.
• Time Management: Efficiently juggle multiple tickets while maintaining quality.
• Collaboration: Works seamlessly with Product, Legal, Compliance, and Marketing teams.
• Resilience: Handles high‑pressure situations with calmness and professionalism.
• Continuous Learning: Eager to stay updated on industry trends, new tools, and best practices.
• Data‑Driven Decision Making: Comfortable interpreting metrics and using data to drive improvements.

Career Growth & Development Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Senior Multichannel Customer Support Specialist, you’ll have a clear pathway to:

• Senior Support Analyst: Lead complex case resolution and process optimization.
• Team Lead: Manage a squad of agents, set performance goals, and drive team culture.
• Operations Manager: Oversee end‑to‑end support operations, strategy, and cross‑functional collaboration.
• Product Support Lead: Shape product features based on player feedback and support insights.

We invest in your growth through structured onboarding, mentorship programs, and continuous learning opportunities, including access to industry certifications, workshops, and conferences. You’ll also have the chance to attend internal hackathons, innovation sprints, and cross‑departmental projects that broaden your skill set.

Work Environment & Culture at brighthush

• Remote‑First: Fully remote role for qualified candidates based in Brazil, with flexible hours to accommodate global player interactions.
• High‑Performance Team: Join a motivated, collaborative group that values ownership, transparency, and practical problem‑solving.
• Inclusive Workplace: We champion diversity, equity, and inclusion, welcoming talent from all backgrounds and career paths.
• Accountability & Ownership: Every team member is empowered to take initiative, drive results, and shape the future of player support.
• Innovation Culture: We encourage experimentation, celebrate failures as learning opportunities, and reward creative solutions.
• Community Engagement: Participate in virtual community events, charity drives, and global gaming tournaments.

Compensation, Perks & Benefits

While specific figures vary by role and experience, brighthush offers a competitive salary package aligned with industry standards. In addition, you’ll enjoy:

• Health and wellness benefits (medical, dental, vision).
• Generous paid time off and a flexible holiday policy.
• Performance‑based bonuses and incentive programs.
• Professional development budget for courses, certifications, and conferences.
• Employee stock‑option or equity program to share in our success.
• Regular team‑building events, virtual coffee chats, and community initiatives.
• Access to a company‑wide learning portal with courses on gaming, compliance, and customer experience.

How to Apply

Ready to elevate player support to the next level? Submit your application through our careers portal and join a team that’s redefining the social gaming experience.

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