Director, Member Support (Vinted Pay)

As the Director of Member Support for Vinted Pay, you are the accountable lead for our regulated high growth Financial Service digital customer experience across Europe and beyond. You will be the strategic bridge between our global Community Support (CS) organization and our dedicated Vinted Payments business unit. You will lead the mission to provide world-class support for financial services-related inquiries, managing the financial service support policies, escalations and quality, in addition to the broader CS capabilities required.

You are responsible for ensuring that when it comes to money, our members feel heard, protected, and supported by a seamless, compliant, and efficient service engine.

Strategic Leadership & Accountability

• Full Functional Ownership: Define and execute the long-term vision for Vinted Pay Member Support, taking full accountability for its successes, failures, and continuous evolution.
• Performance Drive: Direct the strategy for meeting and exceeding aggressive KPIs related to service quality, resolution times, member satisfaction, and operational efficiency specifically for financial services-related inquiries.
• Budget & Resource Management: Support the VP of Customer Operations in defining the financial plan for the Vinted Payments CS team, identify and drive cost optimization efforts.

Operational Excellence & Direct Drive

• Functional Scaling: Build and lead a specialized team of support managers and specialists, fostering a culture of high performance, accountability, and technical payments expertise.
• Process Engineering: Directly oversee the design and implementation of support workflows for complex payment issues, including payouts, KYC/AML escalations, fraud disputes, and digital wallet management. Ensure alignment and consistency with broader Marketplace Member Support SOPs
• Incident Management: Serve as the final point of escalation and accountability for major payment-related support incidents, driving rapid resolution and post-mortem improvements

Regulatory & Compliance Ownership

• Direct Compliance Alignment: Ensure all support activities strictly adhere to EMI (Electronic Money Institution) license requirements and local financial regulations across all operating markets.
• Audit Accountability: Directly represent Member Support during regulatory audits, providing evidence of compliant processes, training, and quality assurance.
• Risk Mitigation: Take the lead on identifying support-related risks within the payment flow and proactively implementing controls to mitigate them.

Cross-Functional Integration

• Organizational Integration: Act as the primary point of contact between Vinted Pay leadership and the central CS organization, ensuring Vinted Pay’s requirements are prioritized in the CS and product roadmaps.
• Product Collaboration: Partner directly with the Vinted Pay Product and Engineering teams to influence the product roadmap based on support data, ensuring "supportability" is built-in from the start.
• Legal & Compliance Liaison: Work as a primary stakeholder with Legal and Compliance teams to translate complex regulatory changes into clear, actionable support procedures.

• You have 10+ years of experience in Customer Operations, with at least 5 years specifically within Fintech, Payments, or a highly regulated financial environment, preferably across multiple jurisdictions.
• Have had responsibility for Digital Servicing operations at scale, preferably organically and through migrations and have innovated the service to include Automated solutions in a customer-centric manner
• You have managed and developed high-growth teams.
• You know how to scale support organizations and deliver on operational performance without sacrificing the "human touch," and you’re comfortable working with both internal teams and external partners.
• You have a strategic and commercial mindset.
• You remain calm under pressure, especially when dealing with financial escalations or systemic payment issues.
• You don't just report on CSAT and SLAs; you look at the "why" behind the numbers to drive operational efficiency and great customer experience.
• You can speak "Product," "Legal," and "Support" fluently and can influence key stakeholders, translating complex financial constraints into actionable support workflows.
• You are very familiar with tools and systems found in typical support organisations and have experience driving system transformation projects.

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