Senior Remote Gaming Customer Service Team Lead – Lead Support Operations, Laptop Provided, Philippines

About brighthush and the Future of Interactive Entertainment

brighthush stands at the forefront of the global gaming ecosystem, delivering immersive sweepstakes‑style casual games that captivate millions of players across every continent. Our platform blends cutting‑edge technology, compelling narratives, and a steadfast commitment to responsible gaming, creating moments of joy that transcend borders. At brighthush, we believe that every player’s journey is a story worth telling, and that the quality of support can turn a fleeting interaction into a lasting relationship.

In an industry where the pace of innovation is relentless and player expectations are ever‑evolving, the role of customer support has never been more critical. Players demand instant, accurate, and friendly assistance whenever they encounter a hiccup. To meet this demand, brighthush is building a world‑class support team that is as dynamic and adaptable as the games we create. We’re looking for a dedicated, proactive, and tech‑savvy Gaming Customer Service Team Lead to guide our remote squad and elevate the player experience to new heights.

Key Responsibilities

As the linchpin between our players and the technical teams, you will ensure that every interaction is handled with professionalism and care. Your day‑to‑day duties will include:

• Player Interaction Management: Respond to inquiries via chat, email, and ticketing systems with speed and accuracy, ensuring a seamless experience for players across all time zones.
• Issue Resolution & Escalation: Diagnose and troubleshoot account, payment, and gameplay problems; when necessary, elevate complex issues to development, QA, or product teams.
• Knowledge Base Enhancement: Log interactions, identify recurring themes, and collaborate with content teams to update FAQs, guides, and troubleshooting articles.
• Team Leadership & Coaching: Mentor a remote team of support agents, providing feedback, training, and performance reviews to maintain high service standards.
• Shift Coordination: Manage rotating schedules, ensuring 24/7 coverage while balancing team well‑being and productivity.
• Analytics & Reporting: Track key metrics (response time, resolution rate, CSAT scores) and present insights to senior leadership for continuous improvement.
• Compliance & Security: Uphold data protection policies, privacy regulations, and responsible gaming guidelines in every interaction.

Essential Qualifications

To thrive in this role, you should bring the following experience and skills:

• Minimum 2 Years in Gaming Support: Proven track record in a customer service capacity within the gaming or online casino sector, preferably with a focus on casual or sweepstakes‑style games.
• Exceptional Communication: Fluency in written and spoken English, with the ability to convey complex information clearly and courteously.
• Problem‑Solving Acumen: Strong analytical mindset, capable of diagnosing issues quickly and proposing effective solutions under pressure.
• Shift Flexibility: Comfortable working nights, weekends, and holidays as part of a 24/7 support model.
• Technical Proficiency: Basic familiarity with CRM platforms, ticketing systems, and common support tools; willingness to learn new software as needed.
• Leadership Experience: Prior experience managing or coaching a remote support team, with a focus on performance improvement and employee engagement.

Preferred Qualifications

These additional attributes will set you apart:

• Passion for gaming and a deep understanding of online gaming culture.
• Experience in a high‑volume, fast‑paced support environment.
• Knowledge of responsible gaming practices and regulatory compliance.
• Multilingual capabilities to serve a diverse player base.

Core Skills & Competencies

Success in this role requires a blend of technical, interpersonal, and organizational skills:

• Customer‑centric mindset with a genuine desire to help players.
• Strong analytical and troubleshooting abilities.
• Excellent time‑management and prioritization skills.
• Adaptability to evolving tools, processes, and player expectations.
• Proficiency in data analysis and reporting tools.
• Team‑first attitude, fostering collaboration and knowledge sharing.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As a Team Lead, you will:

• Gain exposure to cross‑functional teams, including product, engineering, and marketing.
• Participate in leadership development programs and mentorship initiatives.
• Earn certifications in customer support best practices, data analytics, or project management.
• Progress into senior support roles, product management, or operations leadership.
• Contribute to strategic initiatives that shape the future of gaming support.

Work Environment & Culture

brighthush is committed to creating a vibrant, inclusive, and flexible workplace:

• Fully remote setup with a laptop and all necessary equipment provided.
• Collaborative culture that values transparency, innovation, and continuous improvement.
• Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.
• Supportive leadership that encourages autonomy and professional growth.
• Focus on work‑life balance, with flexible scheduling and mental‑health resources.

Compensation, Perks, and Benefits

While this is an independent contractor engagement, we offer a competitive package designed to reward performance and dedication:

• Base monthly rate with performance‑based incentives, potentially reaching up to ₱32,950/month.
• First‑month training allowance of ₱5,000.
• Night‑shift differential of up to ₱500/day.
• Full equipment provision, including a high‑performance laptop and peripherals.
• Access to a comprehensive digital benefits portal featuring wellness programs, learning subscriptions, and exclusive gaming perks.
• Regular performance reviews and opportunities for bonus payouts.

How to Apply

Ready to lead a dynamic support team and shape the future of gaming at brighthush? Send your resume and a brief cover letter outlining your relevant experience to [email protected]. Shortlisted candidates will complete a written assessment followed by a virtual interview with our hiring team.

For additional inquiries, reach out via brighthush: +6018-9184054.

We look forward to welcoming you to the brighthush family, where your expertise will help us deliver unforgettable gaming experiences to players around the globe.