At Bitmedia Labs, customer support is more than answering questions — it’s about building trust, protecting players, and shaping a safe, enjoyable experience for a global community. Since 2014, Bitmedia Labs has been creating innovative digital products used by millions worldwide, blending strong technical expertise with creativity and care. This opportunity is ideal for individuals who enjoy helping others, thrive in digital environments, and want to grow within the fast-moving worlds of Web3 gaming and digital marketing — all while working with a supportive, forward-thinking international team

Firm: Bitmedia Labs

Location: Worldwide

Open to: Global applicants

Work Schedule: Flexible schedule

Language: English (additional languages are a plus)

About Bitmedia Labs

Bitmedia Labs is an international product IT company that has been building ambitious, innovative products for millions of users worldwide since 2014. We combine deep technical expertise with a creative mindset to deliver meaningful digital experiences.

Role Overview

As a Customer Support Agent, you will be the first point of contact for our players and users, ensuring a professional, empathetic, and secure support experience. You will work closely with internal tools and teams to resolve requests efficiently while maintaining the highest standards of data protection and community safety.

Responsibilities

• Handle player requests and support tickets via Discord and Gmail with professionalism and empathy
• Use internal admin panels and databases to verify user information and review account data
• Process user forms and requests, including email changes and account deletions
• Review and approve withdrawal requests after verifying account status and eligibility
• Maintain accurate records of all actions and strictly follow established support workflows
• Identify, document, and escalate unusual or high-risk cases to the Support Manager and/or Support Lead
• Support community safety by ensuring secure and accurate handling of sensitive user data
• Contribute to improving internal support documentation and response templates

Hiring Process

• Introductory call with a Recruiter
• Technical interview with the Hiring Team
• Collection of recommendations
• Offer

Life at Bitmedia Labs

Our Culture

Our culture is built on openness, trust, and mutual support. We value initiative, ownership, and measurable results. We work as one team — helping each other, celebrating wins, and learning together from challenges.

Growth & Opportunities

• Professional growth and self-realization through ambitious, impactful products
• Freedom to bring your ideas to life, experiment, and directly influence product development
• Collaboration with talented teammates united by shared goals

Well-Being & Benefits

• Flexible schedule with 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
• Thoughtful corporate gifts for holidays and personal milestones
• Support for professional development through courses, workshops, and conferences

Social Impact

Through our charity foundation Bit Spilka, run by volunteers from our team, we support the military, medics, and civilians across Ukraine. To date, we have delivered over $500,000 in aid. Your work at Bitmedia Labs contributes to real social impact, and you are welcome to join our volunteer initiatives.

Requirements

• Proven experience as a Customer Support Agent or in a similar role (experience in gaming, crypto, or tech industries is a strong advantage)
• Excellent written English communication skills; knowledge of additional languages is a plus
• Strong attention to detail and confidence working with Discord, Gmail, and internal admin systems
• Basic understanding of Web3 wallets, NFTs, and crypto transactions
• Reliable, organized, and capable of handling repetitive tasks with a high degree of accuracy
• Strong sense of responsibility, confidentiality, and commitment to data security

Glassdoor is handling all recruitment for this role. If this opportunity excites you, head over to Glassdoor and APPLY TODAY.