Senior Multichannel Customer Support Specialist – Email, Live Chat, Social Media – Social Gaming & iGaming Excellence

About brighthush

brighthush is a global leader in the social gaming and iGaming space, delivering immersive, responsible, and player‑centric experiences to millions of users worldwide. With a culture rooted in innovation, integrity, and inclusivity, we empower our teams to shape the future of digital entertainment. As we expand our international footprint, we’re looking for passionate, proactive professionals who thrive in fast‑paced, data‑driven environments to join our Customer Support family.

Key Responsibilities

• Multichannel Support Excellence: Deliver timely, professional, and empathetic responses to player inquiries across email, live chat, and social media. Ensure every interaction reflects brighthush’s commitment to quality and player satisfaction.
• Complex Case Ownership: Take full responsibility for escalated or high‑impact cases. Conduct root‑cause investigations, coordinate with cross‑functional teams (Product, Legal, Compliance, Marketing), and maintain transparent communication with players until resolution.
• Service Performance Monitoring: Track ticket queues, SLA adherence, and key performance indicators. Identify bottlenecks, recommend workload redistribution, and proactively mitigate risk to keep response times within target thresholds.
• 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.
• High‑Value Player Engagement: Build lasting relationships with VIP and high‑value players. Recognize upsell and cross‑sell opportunities, and provide personalized support that enhances loyalty and lifetime value.
• Team Development & Mentorship: Onboard new agents, share best practices, and help colleagues navigate internal processes. Foster a culture of continuous learning and high performance.
• Continuous Improvement Champion: Analyze recurring issues and emerging trends. Present actionable insights to the Customer Support Manager and contribute to process enhancements that elevate service quality and operational efficiency.
• Quality & Accountability Steward: Adhere to established workflows, meet performance targets, and uphold professional standards in a collaborative, high‑energy environment.

Essential Qualifications

• Customer Support Experience: Minimum 2 years in a high‑volume, multichannel support role (email, live chat, social media). Experience in the gaming, iGaming, or regulated customer‑service industry 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.

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.

Career Growth & Development

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

• Senior Support Analyst – leading complex case resolution and process optimization.
• Team Lead – managing a squad of agents, setting performance goals, and driving team culture.
• Operations Manager – overseeing end‑to‑end support operations, strategy, and cross‑functional collaboration.

We invest in your growth through structured onboarding, mentorship programs, and continuous learning opportunities, including access to industry certifications, workshops, and conferences.

Work Environment & Culture

• 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.

Compensation & 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 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.

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.