BITHIDE SOLUTION

Do you want to be part of a team that’s building the future of crypto-financial infrastructure for businesses worldwide?
BitHide offers the opportunity to work with leading companies, implement advanced IT solutions, and shape deals that redefine the rules of the game.

   Your key responsibilities:
 

• Processing incoming customer requests through the ticketing system
• Timely and accurate escalation of queries to relevant specialists
• Maintaining the internal knowledge base in a structured and up-to-date format
• Providing responses to clients within established SLA timeframes

• Contributing to the improvement of support processes
   

  Who we’re looking for you if you :
   

• Has at least 2 years of experience in customer support in b2b sector
• Can communicate clearly, concisely, and professionally in writing
• Has an English level of B2+ or higher
• Thrives in a multitasking environment and can prioritize effectively
• Possesses strong time-management and self-organization skills
• Has experience working with ticketing systems (e.g. Zendesk, Freshdesk, Intercom)
• Understands the specifics of collaborating with IT teams (a plus)

     What we offer:

• Work in high-tech company focused on security and innovation
• A supportive team of professionals who stand with you at every step
• A chance to dive intro one of the most dynamic FinTech sectors-Web3
• Clear processes, modern tools, and fully remote collaboration

Do you want to be the architect of a world-class team in the fastest-growing iGaming market?

BitHide offers you the chance to dominate the LATAM region, identifying top-tier talent and shaping the strategy that will redefine the gaming experience for millions.

Your key responsibilities:

• Managing full-cycle recruitment for iGaming roles (Account Managers, Retention) across the LATAM region.
• Developing sourcing strategies to attract high-caliber candidates from local markets and gambling communities.
• Partnering with Hiring Managers to define job profiles, compensation benchmarks, and hiring goals.
• Executing offer negotiations to ensure high acceptance rates in a competitive environment.
• Optimizing recruitment processes in the ATS to improve speed (Time-to-Hire) and candidate experience.

• Promoting the Employer Brand and ensuring professional communication in Spanish/Portuguese.

   

Who we’re looking for you if you:

• Have 5+ years of experience in recruitment, with 2+ years in iGaming/Gambling sector.
• Possess knowledge of the LATAM market and its cultural/talent landscape. (1,5+ years of experience)
• Has an English level of B2+ or higher
• Understand the mechanics of player retention and the specifics of operational roles in gambling.

What we offer:

• Work in high-tech company focused on security and innovation
• A supportive team of professionals who stand with you at every step
• A chance to dive intro one of the most dynamic FinTech sectors-Web3
• Clear processes, modern tools, and fully remote collaboration
• Required languagesspeed environments and possess expert-level negotiation skills.

We are leading operator focused on the LATAM market (one of the top brands). But that’s not all — we also run a thriving Affiliate Program, a convenient Payment Solution, and an AI-based User Acquisition platform. We’re a big family of over 500 creative minds.

Working Conditions

 Current shifts: 08:00–16:00, 16:00–00:00, 18:00–02:00, 00:00–08:00

 Main shift pattern: 4/2 (4 working days / 2 days off), with minor variations possible

 Shifts per month: 20–22

 Performance evaluated through KPIs and quality control of service within the team

 Opportunity for career growth within the team based on your performance and success as an agent

 Tier system: as you progress, you may be promoted to Mid/Senior level with corresponding salary increase and bonuses

Requirements

 Sociability and friendly communication

 Stress resilience and empathy

 Language skills (spoken and written): Spanish: C1–C2, English: B1–B2

 Multitasking skills

 Basic experience with CRM systems, customer databases or ticketing tools

 Time zone of residence: LATAM (GMT-4, GMT-5)

 Availability to regularly work any shift within a 24/7 schedule

 Ability to search for information and solve problems quickly

 Willingness to communicate with customers via voice (a phone channel may be added in the future)

 Communication channels: chat, messaging, email, IP telephony (in the future)

 Clear, understandable, and correct oral and written communication

 Fast typing skills

Tasks and Objectives

 Handle incoming and outgoing customer communications in accordance with company standards (KPIs, SLAs, quality levels, etc.)

 Communicate with colleagues both within and outside the customer support team (other departments, partners, etc.)

 Prepare reports and analyses related to your responsibilities and current activities

 Mentor new team members during their onboarding and training period

 Keep the knowledge base and regulations up to date based on current processes

 Participate in the improvement of processes and service quality within the team

What we offer:

 Direct communication with the core TEAM.

 28 calendar days of vacation.

 Paid sick leave.

 Sports compensation.

 Training and course compensation.

 Birthday day off.

 Flexible working hours.

 Regular salary reviews.

 Favorable salary payment terms.

 A non-toxic, bureaucracy-free work environment.

 Stable salary payments.

Join a fast-growing team at the forefront of online gaming, where your expertise will directly contribute to the company’s growth and success.

Proactive and results-driven Account Manager to manage and develop relationships with VIP players. The role focuses on retention, revenue and deposit growth, and delivering a high-quality, personalized customer experience.

Key Responsibilities

• Build and maintain strong relationships with VIP players
• Act as the main point of contact for assigned accounts
• Monitor player activity and proactively engage to increase retention and lifetime value (LTV)
• Identify player needs and provide tailored offers, bonuses, and experiences
• Execute and optimize VIP campaigns and promotions
• Track player behavior, segmentation, and performance metrics

Requirements

• Experience in VIP Account Management, VIP Management  in iGaming. 
• Strong communication and relationship-building skills
• Analytical mindset with the ability to interpret player data
• Experience working with CRM tools (e.g., Zendesk, Voiso)
• Ability to manage multiple accounts and prioritize effectively
• Fluent in Spanish (English are a plus)
• Flexibility to work in shifts if required

Key Skills

• Relationship management
• Negotiation and upselling
• Customer retention strategies
• Data-driven decision making
• Problem-solving and conflict resolution