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 10 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 lead our support team, drive performance and improve the way we support our customers. Sounds like you? Apply now – we’d love to meet you.

👉POSITION BREAKDOWN

• Lead, coach and grow a team of 5–10 Customer Support specialists;
• Own your team’s day-to-day operations, including workload distribution, schedules and queue coverage;
• Monitor team performance and service quality, using key metrics and insights to identify opportunities for improvement;
• Provide regular feedback, coaching and performance support to help your team grow;
• Act as an escalation point and support specialists in handling complex customer situations;
• Own and continuously improve customer support processes, including Intercom workflows, knowledge base content and self-service solutions;
• Monitor customer inquiry trends and recurring pain points, turning insights into actionable improvements;
• Explore opportunities to improve efficiency through AI-assisted support, automation and smarter workflows;
• Hire, onboard and train new team members as the team grows;
• Collaborate closely with Customer Operations, Product and other cross-functional teams to improve support quality, operational efficiency and the overall customer experience.

👉 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, 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 €2,800–€3,800 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.