Member Experience and Policy Specialist, Vinted Pay

Brief info about Vinted

Our mission is to make second-hand the first choice, and we're looking for people who want to help us get there. Every day, we work together to help our members buy and sell pre-loved clothing and lifestyle items, giving each piece a second life – or even a third.

The Vinted Group is made up of three business units that support this mission:

Vinted Marketplace is Europe’s leading platform for second-hand fashion and a go-to destination for all kinds of pre-loved items, with a growing range of categories. Our platform connects millions of members across 20+ markets, helping great items find a new life.

Vinted Go enhances the shipping experience with a vast network of over 500,000 pick-up and drop-off points, partnering with more than 60 carriers across Europe, with added services like item verification for peace of mind on high-value pieces.

Vinted Pay is the newest part of the Vinted Group, dedicated to bringing secure, reliable payments to buyers and sellers across Europe. Seamlessly integrated into the Vinted app, it helps keep every transaction safe, efficient, and easy for our members.

Founded in 2008 in Lithuania, Vinted began as a way for friends to find new homes for clothes they no longer needed. In 2019, we became Lithuania's first unicorn! Today, our headquarters remain in Vilnius, and we've grown with offices across Europe, supported by a team of over 2,000 people.

Information about the position

We are building a payments organisation that moves billions of euros across our markets, supported by a strong foundation of Member Support. As a Member Experience and Policy Specialist, you will play a critical role in establishing and enhancing the Vinted Pay member support segment. You will be responsible for developing and improving support policies, also ensuring efficiency and high-quality solutions for ticket escalations and legal complaints. Join us in making a significant impact on our global payments ecosystem and enhancing the trust of our members through exceptional support and compliance.

In this position, you’ll

Co-own the establishment of Vinted Pay member support segment.

Deliver launch and scale activities for member support.

Develop and improve policies and procedures in wallet services related support processes.

Ensure compliance for legal complaint handling processes and deliver reporting activities for Bank of Lithuania.

Own efficiency and high quality solutions for ticket escalations.

Collaborate with internal teams (e.g. product, community support operations etc.) and manage stakeholders (e.g. partners, payment providers etc.)

About you

Proven experience in customer support preferably within payments, fintech, banking, e-money, marketplaces, or another regulated environment.

Have experience with costumer complaint handling to financial institutions.

Knowledge of anti-money laundering (AML) and know your customer (KYC) regulations and knowledge how to apply them to customer support operations.

Confident using Excel/Google Sheets to analyse data and make informed decisions.

Strong analytical and problem-solving skills, with the ability to identify root causes, improve workflows, and propose scalable solutions.

Prior experience with cross-departmental stakeholder management.

Strong verbal communication and negotiation skills, with fluency in English.

Strong time management and organisational skills.

Confident in operating within ambiguously defined structures with an ability to deliver tangible results.

Comfortable working in a dynamic, fast-paced environment.

Familiarity with risk assessment and mitigation strategies, as well as experience using BI tools such as Looker or similar platforms, would be considered an advantage.

Work perks

The opportunity to benefit from our share options programme

25 working days of holiday

Access to all the tools & tech needed for work

Home office support: we provide IT workstation equipment and a personal budget of up to €540 for home workplace furniture

Private health insurance

Confidential Employee Assistance Program (EAP) for you and your family

Frequent team-building events

A personal monthly budget for shopping on Vinted

The opportunity to spend up to 90 days per year - 21 of which can be spent working outside of the EU - on workation

A dog-friendly office

In Vilnius office: gym & in-house meals at friendly prices

In Kaunas office: a monthly lunch allowance, and a once-a-week provided in-house lunch and breakfast

Working at Vinted

Individual Learning Budget

We invest in your professional growth! As part of our commitment to continuous learning, we offer an annual learning budget to support your personal and career development through courses, certifications, workshops and more.

Hybrid Work

We’ve adopted a hybrid workplace model where 2 days in office are recommended but not enforced. It’s up to you and your team to decide on the exact days you’ll spend working together in person.

Equal Opportunity

The Vinted Group is committed to building an inclusive workplace where people from all walks of life feel a sense of belonging. We welcome applications from people of all backgrounds, identities and life experiences. At Vinted, all applicants are treated fairly without regard to their race, age, religion or belief, sex, national origin, citizenship, gender identity, sexual orientation, disability, or any other protected characteristic.

The gross monthly salary range for this position is:

€2.483—€3.358 EUR