Trust & Resolution Team Lead

About the role

Eldorado.gg is expanding its Customer Operations function and seeks a Team Lead for the Trust & Resolution team. You will oversee a group of specialists, manage daily workflows, and ensure high‑quality dispute handling for a fast‑growing marketplace.

Key responsibilities

• Lead, coach and develop a team of 5‑10 Trust & Resolution Specialists.
• Own day‑to‑day operations, including workload distribution, scheduling and coverage.
• Monitor performance and quality metrics, using insights to drive continuous improvement.
• Act as escalation point for complex customer cases and support specialists with judgement‑heavy disputes.
• Hire, onboard and train new team members as the function scales.
• Identify and implement process improvements to increase efficiency and prevent issues.
• Collaborate with Product, Customer Operations and other cross‑functional teams to enhance the overall customer experience.

Required profile

• Minimum 2 years of people‑management experience in Trust & Safety, dispute resolution, customer support, fraud operations or a similar customer‑facing operational team.
• Strong coaching, feedback and performance‑management abilities.
• Proven track record of managing day‑to‑day team operations and performance.
• Comfort with operational and quality metrics and turning data into action.
• Proactive attitude toward process improvement and ownership.
• Excellent communication, organization and collaboration skills.
• Hands‑on leadership style, staying close to daily operations.
• Fluency in English and Lithuanian.

What we offer

• Growth opportunities: internal library, latest tools, conferences, mentorship and internal career paths.
• Health & wellbeing: private health insurance after probation, extra sick days, free volleyball games.
• Office perks: free parking, stocked kitchen, Friday bun breakfasts, gaming room, pet‑friendly environment and regular team activities.
• Additional time off: extra vacation days added annually (up to 10).
• Equity: eligibility for the company’s stock‑options program.
• Monthly top‑ups for your Eldorado.gg account after probation, gifts for life events, partner discounts and referral bonuses.
• Hybrid work model: 4 days in‑office (Vilnius) and 1 remote day.