Customer Support Team Lead

About the role

Eldorado.gg, a fast‑growing marketplace for in‑game items and services, is expanding its Customer Operations function. We are looking for an experienced Team Lead to manage a group of 5–10 specialists, own day‑to‑day operations, and drive continuous improvement in service quality.

Key responsibilities

• Lead, coach and develop a team of 5–10 customer support specialists.
• Plan and manage daily workload, schedules and coverage to ensure consistent service.
• Monitor performance and quality metrics, providing data‑driven feedback and coaching.
• Act as an escalation point for complex customer issues and support specialists.
• Recruit, onboard and train new team members as the team scales.
• Identify and implement process, quality and efficiency improvements.
• Collaborate with Product, Trust & Resolution and other cross‑functional teams to enhance the overall customer experience.
• For the Customer Support focus: improve Intercom workflows, knowledge‑base content and explore AI‑assisted automation.

Required profile

• Minimum 2 years of people‑management experience in a customer‑facing operational team (support, trust & safety, dispute resolution, etc.).
• Strong coaching, feedback and performance‑management abilities.
• Proven experience managing day‑to‑day team operations and performance metrics.
• Proactive mindset for process improvement and ownership.
• Confidence working with operational and quality data to drive action.

Required skills

• Intercom (customer support platform)