Customer Support Agent

Bitmedia Labs • Remote (US) • 3m ago

29 Oct 2025

Worldwide

Customer Support

Bitmedia Labs is an international product IT company that has been building ambitious innovative products for millions of users worldwide since 2014 — combining deep tech expertise with a creative mindset.

Our ecosystem spans:

Game Development — building the next generation of Web3 gaming, where gameplay comes first, players own their assets, and developers thrive within massive, engaged communities.
Digital Marketing Ecosystem — building a unified ecosystem that combines a leading high-performance advertising platform with emerging media and affiliate solutions.

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.

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;

Hiring process:

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

Join Bitmedia Labs to evolve, explore, and make a real difference — together.
Our culture is built on openness, trust, and support. We value initiative, ownership, and results. We work as one team — helping each other, celebrating wins, and learning from challenges together.
We offer the freedom and space to grow:

Professional growth and self-realization through ambitious products;
The opportunity to bring your ideas to life, experiment, and directly influence the product’s development;
Collaboration with talented teammates united by a shared goal.

We also care about well-being and balance:

Flexible schedule and the option to work remotely or from our hubs in Kyiv, Warsaw, and Berlin;
Competitive compensation, regular performance reviews, paid vacation, sick leave, and public holidays;
Modern Apple equipment and thoughtful corporate gifts for holidays and personal milestones.
Support for your growth: courses, workshops, and conferences.

Through our charity foundation Bit Spilka, run by volunteers from our team, we support the military, medics, and civilians across Ukraine — already delivering over $500,000 in aid. Here your work also drives social impact, and you can also join our volunteer initiatives.

If this resonates with you — send your CV and join us.
Let’s foster the world together!