Complaints Management Specialist, Vinted Pay

As a Complaint Management Specialist for Vinted Pay, you will be the guardian of our users' trust and our regulatory compliance. You will investigate, resolve, and formally respond to complex, escalated payment complaints—turning challenging situations into positive user outcomes while ensuring we strictly adhere to financial regulations.The role sits in the Vinted Pay CS organisation, part of the broader Customer Operations team at Vinted, supporting our rapidly expanding and regulated financial services entity (Vinted Pay).

In this position, you’ll

• Serve as the primary contact for high-priority, complex member complaint cases requiring special handling.
• Create and document tailored solutions for member complaint cases, balancing company policies, regulations and customer satisfaction.
• Resolve complex member issues by collaborating with multiple different internal/external stakeholders.
• Be the voice of our members by translating complex pain points into actionable insights for our Product and Policy teams.
• Act as a liaison between internal and external stakeholders, including senior management, legal, and PR teams.

• Have experience in customer service/complaint handling
• Able to assess complex issues, identify root causes, and implement creative solutions.
• Have excellent written and verbal communication skills to explain solutions clearly and calmly, even in challenging situations.
• Demonstrate Customer-centric Mindset: Empathy and a commitment to ensuring a positive customer experience.
• Possess high emotional intelligence and the ability to remain objective and resilient when handling sensitive or confrontational situations
• Able to effectively plan and prioritize your tasks
• Fluent in English (written and spoken)

• 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
• Digital mental and emotional health support and Employee Assistant Program (EAP)
• 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