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About brighthush
brighthush is a trailblazing super‑app that seamlessly blends real‑money gaming, sports betting, casino entertainment, and prediction markets into one intuitive platform. Leveraging cutting‑edge technology and a data‑driven approach, we empower millions of users worldwide to experience instant, secure, and engaging play. Our mission is to redefine the future of interactive entertainment while maintaining the highest standards of compliance, safety, and customer satisfaction.
As a rapidly growing player in the information technology and gaming sectors, brighthush thrives on innovation, agility, and a culture that celebrates curiosity, collaboration, and continuous learning. Whether you’re a seasoned professional or an ambitious newcomer, you’ll find a supportive environment that nurtures growth, rewards creativity, and encourages you to make a real impact.
Role Overview
We’re looking for a Customer Operations Associate who thrives in a fast‑paced, customer‑centric environment. In this role, you will be the frontline guardian of our user experience, ensuring every interaction is smooth, secure, and satisfying. You’ll work closely with cross‑functional teams—product, engineering, finance, and compliance—to resolve user issues, investigate transactions, and uphold the integrity of our payment ecosystem.
Key attributes for success include a meticulous eye for detail, strong communication skills, and the ability to juggle multiple priorities while maintaining a calm, solution‑oriented mindset. If you’re passionate about gaming, fintech, and delivering world‑class support, this is the perfect opportunity to grow your career at the intersection of technology and entertainment.
Key Responsibilities
- Resolve User Issues: Act as the first point of contact for users encountering problems with deposits, withdrawals, account settings, or gameplay. Diagnose issues, provide clear guidance, and ensure timely resolution.
- Transaction Review & Verification: Scrutinize payment transactions for accuracy, compliance, and potential fraud. Collaborate with finance and compliance teams to validate transaction integrity.
- Investigate Discrepancies: Conduct thorough investigations into user complaints, payment anomalies, or suspicious activity. Document findings, recommend corrective actions, and follow up to close cases.
- Maintain Knowledge Base: Update and refine internal documentation, FAQs, and troubleshooting guides to reflect new features, policy changes, and user feedback.
- Collaborate Across Teams: Work hand‑in‑hand with product managers, engineers, and marketing to relay user insights, suggest improvements, and support feature rollouts.
- Adhere to Service Level Agreements (SLAs): Meet or exceed response and resolution targets, ensuring a consistently high level of customer satisfaction.
- Support Shift Coverage: Participate in a rotating schedule that includes nights, weekends, and holidays to provide 24/7 support for our global user base.
Essential Qualifications
- Minimum of 2 years of customer‑focused experience in a high‑volume, fast‑moving environment.
- Proven ability to manage multiple concurrent tickets while maintaining accuracy and professionalism.
- Strong written and verbal communication skills in English; additional languages are a plus.
- Experience with payment providers (e.g., PayPal, Stripe, Square) and customer support tools (e.g., Intercom, Zendesk, Freshdesk).
- Detail‑oriented mindset with a passion for data accuracy and process improvement.
- Comfortable working in a remote setting with reliable internet connectivity and a quiet workspace.
- Willingness to work flexible hours, including nights, weekends, and holidays, to support a global user community.
Preferred Qualifications
- Background in fintech, gaming, or a related industry.
- Experience with fraud detection, risk management, or compliance processes.
- Familiarity with gaming regulations and responsible gambling initiatives.
- Proficiency in data analysis tools (e.g., Excel, SQL) to identify trends and root causes.
- Previous remote work experience with a track record of self‑management and proactive communication.
Skills & Competencies
- Customer‑First Mindset: Empathy, patience, and a genuine desire to help users succeed.
- Problem‑Solving: Analytical thinking, root‑cause analysis, and creative solution generation.
- Technical Proficiency: Comfortable navigating web interfaces, APIs, and basic troubleshooting.
- Time Management: Prioritization, organization, and the ability to meet deadlines under pressure.
- Collaboration: Strong teamwork skills, open communication, and a willingness to share knowledge.
- Adaptability: Quick learning, flexibility in shifting priorities, and resilience in a dynamic environment.
Tools & Technologies
In this role, you’ll work with:
- Customer Support Platforms: Intercom, Zendesk, Freshdesk
- Payment Gateways: PayPal, Stripe, Square, and other regional providers
- Internal ticketing and knowledge‑base systems
- Basic data tools (Excel, Google Sheets) for reporting and analysis
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Operations Associate, you’ll have the chance to:
- Progress into senior support roles, such as Customer Success Manager or Support Lead.
- Transition into product or compliance teams, leveraging your deep understanding of user needs and payment workflows.
- Participate in cross‑functional projects that shape the future of our platform.
- Access continuous learning resources, including online courses, certifications, and internal workshops.
- Receive mentorship from seasoned professionals across the organization.
Work Environment & Culture
brighthush champions a culture of transparency, innovation, and inclusivity. Our remote-first approach means you’ll enjoy:
- Flexible work hours that accommodate your personal rhythm.
- A collaborative virtual workspace powered by Slack, Zoom, and Microsoft Teams.
- Regular virtual town halls, team‑building events, and knowledge‑sharing sessions.
- A commitment to work‑life balance, with generous paid time off and mental‑health resources.
- Recognition programs that celebrate achievements and milestones.
Compensation & Benefits
While specific figures vary based on experience and location, brighthush offers a competitive salary package that includes:
- Base salary commensurate with industry standards for remote customer‑operations roles.
- Performance‑based bonuses tied to key metrics such as customer satisfaction scores and SLA compliance.
- Health, dental, and vision insurance options for you and your dependents.
- 401(k) matching program to help you plan for the future.
- Unlimited paid time off (PTO) and flexible holiday scheduling.
- Employee stock purchase plan (ESPP) to share in the company’s growth.
- Access to wellness programs, mental‑health counseling, and a generous stipend for home‑office equipment.
How to Apply
Ready to bring your passion for customer service and fintech to brighthush? Click the link below to submit your application and join a team that’s reshaping the gaming and payment landscape.
Join Us and Make an Impact
At brighthush, every interaction matters. As a Customer Operations Associate, you’ll be at the heart of our mission to deliver safe, thrilling, and seamless experiences to millions of users worldwide. If you’re driven by curiosity, thrive in a collaborative environment, and are ready to grow alongside a forward‑thinking company, we want to hear from you.
Take the next step in your career—apply today and help us shape the future of gaming and fintech.
Apply for this job