Customer Care Agent (English and French)

Location: Remote from Lviv, Ukraine

Company

hirify.global Ukraine is a product gaming studio creating games for PC, consoles, and mobile platforms.

What you will do

• Handle player requests through tickets and potentially by phone in English and French.
• Investigate and resolve issues using internal tools and knowledge bases.
• Track, document, and follow up on cases through full resolution.
• Escalate complex or technical cases to the relevant teams.
• Identify recurring issues and improve support processes and templates.
• Work with Customer Care team members, Lead Customer Care Agents, and Responsible Agents to maintain player satisfaction and service quality.

Requirements

• Fluent written and spoken English.
• Ukrainian proficiency.
• Upper-Intermediate or Advanced French is required.
• Basic digital literacy, including MS Office and CRM or ticketing tools, or the ability to learn them quickly.
• Ability to manage workload, prioritize tasks, and work effectively under pressure.
• Strong communication, empathy, and a customer-oriented mindset.
• Problem-solving skills with ownership and responsibility for outcomes.
• Calm, organized, and proactive approach in stressful situations.
• Ability to collaborate effectively within a team and adapt to changes.

Culture & Benefits

• Remote work in a global product company with teams collaborating across disciplines.
• 21 days of paid vacation, 5 paid sick days, and national holidays.
• Medical insurance and access to a psychologist.
• Parental leave support.
• Internal learning platform with courses, training, and certifications.
• Technical support and equipment provided, plus employee referral bonuses and remote or Lviv office community activities.

Hiring process

• Recruiter interview.
• Test assessment.
• Team interview with the Hiring Manager and a language speaker in English and French.