Customer Support Specialist (Trust & Resolution)

Customer Support Specialist (Trust & Resolution) 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 12+ 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 and looking for a Customer Support Specialist to join our Customer Experience, Trust & Resolution team. You’ll play a key role in delivering high-quality support, creating seamless customer experiences, and resolving user inquiries in a fast-paced, dynamic environment. Sounds like you? Apply now - we’d love to meet you. 👉 POSITION BREAKDOWN Resolving issues raised by buyers and sellers, ensuring fair and efficient outcomes; Reviewing user reports related to potential fraud, order issues, and disputes; Assisting customers with post-purchase issues via live chat and email; Managing warranty requests and resolving issues that arise after a purchase; Collaborating with colleagues across departments to resolve disputes and other order-related matters efficiently. 👉 WHAT MAKES YOU A GREAT FIT Strong written and verbal communication skills in Lithuanian and English; Flexibility to work both day and night shifts across weekdays and weekends; High attention to detail and the ability to perform well under pressure; Ability to handle sensitive and confidential information with discretion; A genuine passion for delivering outstanding customer experiences; A collaborative team player who thrives in a dynamic environment; Proactive mindset with a willingness to improve processes and contribute ideas; Previous experience in customer support or a similar role is an advantage; An interest in or previous experience with the gaming industry is a strong advantage. 👉 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; Remote work model: Fully remote, with the option to work from our office at SimbioCity (Vilnius) if preferred. 👉 GROSS SALARY Compensation for this position is €8.30/hour (gross) during daytime hours and €12.45/hour (gross) for night shifts. 👉 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. Team Operations Role Customer Support Locations HQ Remote status Fully Remote Hourly salary €8.3 - €12.45 Employment type Full-time HQ PERKS & BENEFITS Professional Growth Learning and development budget, newest tools, conferences, mentorship, and internal career growth. Office Add-ons Free parking or covered bus fare, full kitchen, Friday pastries, game room (table football, driving simulator, PS5, Xbox), pets are always welcome, regular team events. Health and Wellness Private health insurance, free volleyball training at Delfi Arena, paid sick days without a doctor’s note. Extras You'll Love Monthly Eldorado.gg top-ups, gifts for life events, partner discounts, and referral bonuses.