Senior Trust & Resolution Lead – Global Digital Marketplace Specialist Focused on Customer Excellence, Safety, and Fraud Prevention at brighthush

About brighthush

brighthush is more than a digital marketplace; it is a vibrant, ever‑evolving ecosystem where gamers from every corner of the globe converge to buy, sell, and trade in‑game items, accounts, and services. Founded in 2018, we have grown from a niche startup into a bustling community of over 200 passionate professionals who live and breathe speed, security, and an unrivaled user experience. With support for more than 400 titles—including Roblox, League of Legends, Fortnite, and countless others—brighthush attracts over 12 million monthly visits and serves a global audience every single day.

Our culture is built on bold ideas, rapid iteration, and a relentless drive to push the boundaries of digital trading. We believe that every team member’s contribution matters, and we reward creativity, collaboration, and a commitment to excellence. If you want to work where your daily tasks have a tangible impact on millions of gamers, brighthush is the place for you.

Why Join the Trust & Resolution Team?

The Trust & Resolution team is the backbone of our customer experience. As a Senior Trust & Resolution Lead, you will be the first line of defense for buyers and sellers, ensuring fair, efficient, and transparent outcomes. You’ll handle complex disputes, investigate potential fraud, and collaborate across departments to resolve issues that arise after a purchase. Your work will directly influence customer satisfaction, brand reputation, and the overall health of our marketplace.

Key Responsibilities

Dispute Resolution

• Resolve buyer and seller inquiries with a focus on fairness and efficiency, while maintaining the integrity of the marketplace.
• Document all decisions and actions in our internal ticketing system to ensure traceability and audit readiness.

Fraud Investigation

• Review user reports related to potential fraud, order issues, and disputes, applying analytical rigor to protect both users and the platform.
• Collaborate with the Security team to identify patterns, flag high‑risk transactions, and recommend preventive measures.

Customer Support

• Provide timely, empathetic assistance via live chat, email, and phone for post‑purchase issues, warranty requests, and general inquiries.
• Maintain a high first‑contact resolution rate and consistently exceed customer satisfaction targets.

Cross‑Functional Collaboration

• Work closely with Product, Security, Finance, and Legal teams to resolve complex order‑related matters and improve processes.
• Act as the liaison between support and engineering to translate user pain points into product enhancements.

Process Improvement

• Identify bottlenecks, propose enhancements, and implement best practices to streamline support workflows and reduce resolution time.
• Lead initiatives to automate repetitive tasks, thereby freeing up agents for higher‑value interactions.

Data Management & Analytics

• Maintain accurate records of all interactions, decisions, and outcomes in our internal ticketing system.
• Generate regular reports on key metrics such as resolution time, dispute volume, and fraud detection rates.

Compliance & Confidentiality

• Handle sensitive and confidential information with the utmost discretion, adhering to company policies and regulatory requirements.
• Ensure all data handling practices comply with GDPR, CCPA, and other relevant privacy frameworks.

Team Leadership

• Mentor junior support agents, conduct performance reviews, and foster a culture of continuous learning and high accountability.
• Set clear expectations, provide constructive feedback, and celebrate team successes.

Strategic Insight

• Provide actionable insights to senior leadership on trends, risk factors, and opportunities for enhancing trust and safety across the platform.
• Contribute to quarterly strategy sessions and help shape the long‑term vision for the Trust & Resolution function.

Essential Qualifications

• Proficient in Lithuanian and English, both written and verbal.
• Strong attention to detail and the ability to thrive under pressure.
• Excellent written communication skills, capable of crafting clear, concise, and empathetic responses.
• Experience in a customer support or similar role, preferably in a fast‑paced environment.
• Comfortable handling of sensitive data and confidential information.
• Willingness to work flexible hours, including day, night, weekdays, and weekends.
• Proactive mindset with a passion for continuous improvement and process optimization.
• Team player who thrives in a collaborative, dynamic setting.
• Strong analytical and problem‑solving skills, with the ability to dissect complex issues and identify root causes.
• Experience managing or leading a support team in a high‑volume environment.

Preferred Qualifications

• Prior experience in the gaming industry or with digital marketplaces.
• Knowledge of fraud detection techniques and dispute resolution frameworks.
• Experience using ticketing systems such as Zendesk, Freshdesk, or similar platforms.
• Familiarity with gaming terminology and community culture.
• Basic understanding of data privacy regulations (GDPR, CCPA).
• Experience with data analytics tools (Excel, SQL, Tableau) to generate insights.
• Knowledge of security best practices for online marketplaces.

Skills & Competencies

• Analytical Thinking: Ability to dissect complex issues and identify root causes.
• Empathy & Customer‑Centricity: A genuine desire to deliver outstanding experiences for every user.
• Communication: Clear, concise, and persuasive written and verbal communication.
• Time Management: Prioritize tasks effectively in a high‑volume environment.
• Adaptability: Quickly adjust to new tools, processes, and shifting priorities.
• Collaboration: Work seamlessly with cross‑functional teams to achieve shared goals.
• Tech Savvy: Comfortable navigating multiple software platforms and learning new systems.
• Leadership: Inspire and guide a team toward excellence and continuous improvement.
• Strategic Vision: Translate operational insights into actionable strategies for the business.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a member of the Trust & Resolution team, you will:

• Access an internal library of resources, including industry reports, training modules, and best‑practice guides.
• Participate in professional conferences and workshops to stay ahead of market trends.
• Receive mentorship from senior leaders who are committed to your development.
• Explore lateral moves into Product Management, Security, Data Analysis, or Compliance based on your interests.
• Benefit from a structured performance review process that aligns with your career goals.
• Earn recognition through our “Champion of Trust” program, celebrating outstanding contributions to marketplace safety.

Work Environment & Company Culture

brighthush is a fully remote organization, giving you the flexibility to work from anywhere in Europe, the EU, EMEA, or the Republic of Lithuania. If you prefer a physical workspace, we offer an optional office in SimbioCity (Vilnius) with a modern, collaborative environment.

Our culture is defined by:

• Inclusivity: A diverse team that values different perspectives and backgrounds.
• Innovation: Encouragement to experiment, fail fast, and iterate quickly.
• Community: Regular virtual game nights, sports events, and team‑building activities.
• Well‑being: Private health insurance after probation, additional sick days (no doctor’s note required), and optional participation in free volleyball games at Delfi Arena.
• Pet‑Friendly: Bring your furry friends to the office on designated days.
• Learning Culture: Continuous learning is embedded in our daily routines, with time allocated for skill development and knowledge sharing.

Compensation & Perks

We offer a competitive hourly rate that reflects your expertise and the value you bring to our marketplace:

• Daytime hours: €8.30/hour (gross)
• Night shift hours: €12.45/hour (gross)

In addition to your base pay, you will enjoy:

• Extra vacation days added annually (+1 day per year, capped at 10 additional days).
• Equity opportunities for top performers through our generous stock‑options program.
• Monthly top‑ups for your brighthush account after probation, along with gifts for significant life events.
• Partner discounts across a range of services and products.
• Referral bonuses for bringing talented friends into the brighthush family.
• Access to a fully stocked kitchen, Friday bun breakfasts, and a gaming room featuring table football, a driving simulator, PS5, and Xbox One.
• Free parking at our Vilnius office and optional remote work from home.
• Flexible work hours and a results‑oriented performance model.

Next Steps in the Hiring Process

Once you apply, our Talent Acquisition team will review your application and invite you to complete the following stages:

• HR interview to discuss your background, motivations, and fit with brighthush culture.
• Test task to assess your problem‑solving skills and customer‑centric approach.
• Hiring manager interview to evaluate technical competencies and alignment with team goals.
• Final culture fit interview with a senior leader to ensure mutual alignment.

We value transparency and efficiency, so you can expect timely feedback at each stage of the process.

Ready to Make an Impact?

If you are passionate about delivering world‑class customer experiences, thrive in a fast‑paced environment, and want to be part of a company that is reshaping the digital gaming marketplace, we want to hear from you. Join brighthush and help us build a marketplace that gamers trust and love.

Apply to this job

Apply for this job