Customer Support Agent

About Bitmedia Labs:
Bitmedia Labs - an international product IT company, has been in the industry since 2014, effectively functioning on a worldwide scale with a crew of 100+ ambitious and highly skilled professionals, creating successful projects in domains such as online advertising systems for the crypto space, blockchain games and NFT products.

Requirements:

• Proven experience as a Customer Support Agent or similar role (gaming, crypto, or tech industry preferred);


• Excellent written English communication skills; other languages are a plus;


• Detail‑oriented and comfortable working with Discord, Gmail, and internal admin systems;


• Basic understanding of web3 wallets, NFTs, and crypto transactions;


• Reliable, organized, and able to handle repetitive tasks with accuracy;


• Strong sense of responsibility, confidentiality, and data security;

Responsibilities:

• Handle player requests and tickets via Discord and Gmail inbox with professionalism and empathy;


• Use the internal admin panel and databases to verify user information, review account data, and process forms (e.g., email change, account deletion);


• Review and approve withdrawal requests after verifying account status and eligibility;


• Maintain accurate records of all actions and follow established support workflows;


• Identify and escalate unusual or high‑risk cases to the Support Manager and/or Support Lead;


• Support community safety by ensuring accurate, secure handling of user data;


• Contribute to improving internal support documentation and response templates.

Hiring process: 

• Intro call with a Recruiter - Technical Interview with the Hiring team - Test Task - Collection of recommendation - Offer.

We offer:

• Flexible work environment - you can work remotely anywhere or at our comfortable Hub in Kyiv;


• The 8-hours working day with a flexible schedule;


• Competitive salary based on your experience;


• Regular performance review and annual salary review;


• Paid sick leaves, vacation and holidays;


• Professional development tools (reimbursement of educational courses or workshops, conferences around the world);


• Ambitious team with a transparent communication and friendly atmosphere, no micromanagement;


• Apple equipment;


• Memorable gifts for holidays.