Customer Support Team Lead

Eldorado.gg is a leading marketplace for in-game items, accounts, and services, founded in 2018. Built by a team of 200+ professionals who care about speed, security and user experience. We support 400+ games such as Roblox, League of Legends and Fortnite, attracting more than 7 million monthly visits and reaching a global audience every day. We value bold ideas, move fast and continuously push the boundaries of digital trading. Join us and be part of a team where your work makes a real impact!

We're growing our Customer Operations function and looking for two experienced Team Leads to join our Customer Support and Trust & Resolution teams. Both roles combine people leadership, performance and operational ownership, with one focused on customer support and service quality, and the other on dispute resolution and complex customer cases. We'll explore which team best matches your experience and strengths during the recruitment process.

Sounds like you? Apply now - we'd love to meet you.

👉POSITION BREAKDOWN

As a Team Lead, you will:

• Lead, coach and grow a team of 5–10 specialists;
  
• Own your team's day-to-day operations, workload distribution, schedules and coverage;
  
• Monitor team performance and quality, using key metrics and insights to drive improvements;
  
• Provide regular feedback, coaching and performance support to your team;
  
• Act as an escalation point and support specialists with complex customer situations;
  
• Hire, onboard and train new team members as the team grows;
  
• Identify opportunities to improve processes, quality and operational efficiency;
  
• Collaborate with other Customer Operations, Product and cross-functional teams to improve the overall customer experience.
  

If you join Customer Support, your additional focus will be to:

• Own and improve customer support processes, including Intercom workflows, knowledge base content and self-service solutions;
  
• Monitor customer inquiry trends and identify recurring customer pain points;
  
• Explore AI-assisted support and automation opportunities;
  
• Drive improvements in support quality, response efficiency and customer experience.
  

If you join Trust & Resolution, your additional focus will be to:

• Ensure consistent and high-quality dispute resolution through coaching, case reviews and quality monitoring;
  
• Support the team with complex disputes where additional judgment is required;
  
• Own and improve resolution processes such as disputes, appeals, refunds, warranties or chargebacks;
  
• Monitor resolution performance and identify opportunities to improve quality, efficiency and issue prevention.
  

👉 WHAT MAKES YOU A GREAT FIT

• At least 2 years of people-management experience in Customer Support, Trust & Safety, dispute resolution or another customer-facing operational team;
  
• Strong coaching, feedback and performance-management skills;
  
• Experience managing day-to-day team operations and performance;
  
• Confidence working with operational and quality metrics and turning insights into action;
  
• A proactive approach to process improvement and ownership;
  
• Strong communication, organization and collaboration skills;
  
• A hands-on leadership style and willingness to stay close to day-to-day operations;
  
• Fluency in both English and Lithuanian.
  

👉 PERKS & BENEFITS

• Growth opportunities: Access to an internal library, latest tools and technologies, professional conferences, and mentorship to level up your skills, opportunities for internal career growth;
  
• Health & well-being: Private health insurance after the probation period, additional sick days (no doctor's note needed), and the option to join free volleyball games at Delfi Arena with colleagues;
  
• Office perks: Free parking, a fully stocked kitchen, Friday bun breakfasts, and a gaming room (table football, driving simulator, PS5, Xbox One); we're pet-friendly and love team activities from game nights to sports events;
  
• Additional time off: Extra vacation days added annually (+1 day per year), with a cap of up to 10 additional days;
  
• Equity opportunities: Top-performing employees have the opportunity to be included in the generous company's stock options program;
  
• Extra perks: Monthly top-ups for your Eldorado.gg account after probation, gifts for important life events, partner discounts, and referral bonuses;
  
• Hybrid work model: Built around an office-first mindset – 4 days in-office (Simbiocity, Vilnius) and 1 day remote.
  

👉 GROSS SALARY

The salary range for this position is €2,200–€3,300 gross per month, depending on your experience.


👉 WHAT TO EXPECT NEXT

Shortlisted candidates will be contacted by our Talent Acquisition team and invited to complete the following stages: HR interview, test task, and hiring manager interview.

2-3300 €/mon. gross

Juozo Balčikonio g. 9, LT-08247 Vilnius Calculate your travel time to work