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About brighthush
brighthush is a forward‑thinking, high‑growth player in the social gaming and online entertainment space. With a vibrant community of millions of users worldwide, we are dedicated to delivering unforgettable experiences through engaging games, seamless customer journeys, and cutting‑edge technology. Our mission is to create a world where play is accessible, inclusive, and always exciting. As a rapidly scaling company, we thrive on innovation, collaboration, and a culture that values every team member’s contribution.
Why Join brighthush?
At brighthush, you’ll be part of a dynamic, global team that is reshaping the future of digital entertainment. We offer a flexible, remote work environment that empowers you to balance your professional ambitions with personal life. Whether you’re a seasoned support professional or just starting your career, you’ll find a place to grow, learn, and make a real impact on our community of players.
Position Overview
We are looking for a highly motivated Customer Support Representative to join our remote support squad. This role is ideal for individuals who are fluent in English, possess strong computer literacy, and thrive in a fast‑paced, multi‑channel communication environment. You will be the first line of contact for our users, ensuring they receive timely, accurate, and friendly assistance across a variety of platforms. In addition to day‑to‑day support, you will also play a pivotal role in coaching and training new agents, helping to elevate the overall quality of our support team.
Key Responsibilities
- Handle inbound customer inquiries via chat, email, and social media with professionalism and empathy.
- Verify user documentation and account details to resolve issues efficiently.
- Escalate complex or sensitive queries to the appropriate internal teams while maintaining clear communication.
- Document all interactions accurately in our Zendesk ticketing system, ensuring data integrity and compliance.
- Participate in shift rotations, including evenings, weekends, and holidays, to provide 24/7 coverage.
- Collaborate with cross‑functional teams (Product, Engineering, QA) to provide feedback and improve user experience.
- Assist in the creation and maintenance of knowledge base articles on Confluence.
- Act as a mentor and trainer for new hires, delivering onboarding sessions and ongoing coaching.
- Track and report on key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
- Stay up‑to‑date with product updates, policy changes, and industry best practices.
Essential Qualifications
- Fluent in English, both written and spoken.
- Strong computer literacy: comfortable navigating multiple web applications, spreadsheets, and knowledge bases.
- Excellent attention to detail and organizational skills.
- Ability to manage multiple conversations simultaneously without compromising quality.
- Experience working in a shift‑based environment, including nights, weekends, and holidays.
- Proficiency with Zendesk and Confluence is highly desirable.
- Strong problem‑solving skills and a customer‑centric mindset.
- Excellent communication skills, both verbal and written.
Preferred Qualifications
- Previous experience in a customer support role within the gaming or technology industry.
- Knowledge of social gaming trends, platforms, and community engagement strategies.
- Experience coaching or training new support agents.
- Familiarity with CRM systems and ticketing workflows.
- Multilingual capabilities beyond English.
Skills & Competencies
- Customer‑first attitude with a passion for solving problems.
- Adaptability and resilience in a fast‑moving environment.
- Strong analytical and data‑driven decision‑making.
- Team player who thrives in a collaborative culture.
- Self‑motivated and proactive in identifying improvement opportunities.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Support Representative, you will have the chance to:
- Progress into a Senior Support Specialist or Team Lead role.
- Transition into product or quality assurance positions, leveraging your deep understanding of user needs.
- Participate in leadership development programs and mentorship initiatives.
- Attend industry conferences, webinars, and workshops to stay ahead of gaming trends.
- Contribute to internal knowledge‑sharing sessions and cross‑departmental projects.
Work Environment & Culture
brighthush fosters a culture of inclusivity, creativity, and continuous improvement. Our remote workforce spans Poland, Romania, Latvia, Georgia, and beyond, creating a diverse and vibrant community. We celebrate achievements through virtual meet‑ups, hackathons, and recognition programs. Flexibility is at the core of our work model, allowing you to manage your schedule while maintaining high performance standards.
Compensation & Perks
While specific salary details are tailored to experience and location, brighthush offers a competitive compensation package that includes:
- Performance‑based bonuses and incentives.
- Health and wellness benefits, including mental health support.
- Generous paid time off and flexible holiday policies.
- Access to a comprehensive learning and development budget.
- Regular team‑building events and virtual social gatherings.
- Equity or stock‑option opportunities for long‑term contributors.
How to Apply
If you are ready to bring your passion for customer service, your love for gaming, and your drive for excellence to a fast‑growing, remote team, we want to hear from you. Click the link below to submit your application and join the brighthush family. We look forward to exploring how your unique skills can help us elevate the player experience worldwide.
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