Trust & Resolution 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 an experienced Customer Support Team Lead to join our Trust & Resolution team. This role combines people leadership, performance management, and operational ownership, with a strong focus on dispute resolution and complex customer cases.

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 Trust & Resolution 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.

Ensure consistent and high-quality dispute resolution through coaching, case reviews and quality monitoring;

Support the team with complex disputes where additional judgement 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 Trust & Safety, dispute resolution, Customer Support, fraud operations, 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, organisation 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 & wellbeing: 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.

2200-3300 €/mėn. neatskaičius mokesčių

Juozo Balčikonio g. 9, LT-08247 Vilnius Apskaičiuokite kelionės laiką iki darbo