Customer Care Agent (Gaming)

Location: Remote, based in Lviv, Ukraine

Company

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

What you will do

• Handle gamer requests through tickets and potentially by phone in English and Spanish.
• 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 relevant teams.
• Identify recurring issues and improve support processes, workflows, and templates.

Requirements

• Fluent English, written and spoken, and Ukrainian proficiency required.
• Upper-Intermediate or Advanced Spanish 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 full-time work with technical support and equipment provided.
• 21 days of paid vacation, 5 paid sick days, and national holidays.
• Medical insurance, psychologist access, and parental leave support.
• Access to an internal learning platform with courses, training, and certifications.
• Employee Referral Program with bonuses.
• Collaboration with a global game development team and regular remote and Lviv office community activities.

Hiring process

• Recruiter interview, followed by a test assessment.
• Team interview with the Hiring Manager and a language speaker in English and Spanish.
• Apply with a CV in English.