Director of Vinted Pay CS Transformation

We are building a Payments organisation that moves billions of funds for second-hand items across our markets, an organisation that helps us scale anywhere in Europe through an ecosystem of payments providers, compliance and regulatory tools and controls, and that ensures the right payment experience along the way.

As the Director of Vinted Pay CS Transformation, you will lead how Customer Support adapts to new regulatory, operational, contractual, and business needs. You will turn complex requirements into clear processes, scalable operating models, and practical ways of working that help teams deliver great customer outcomes while managing risk.

You will lead the Customer Support Transformation team and drive key transformation initiatives across complaints, escalations, regulatory workflows, automation, process improvement, and demand reduction. Your focus will be on making Customer Support simpler, more efficient, more scalable, and ready for future growth.

You will work closely with Product, Compliance, Legal, Risk, AML/KYC Operations, Engineering, DSA, and other partners to align priorities, improve ways of working, and ensure changes are delivered in a controlled and sustainable way.

• Lead the transformation of Vinted Pay Customer Support, making it more scalable, efficient, and ready for future growth.
• Shape the Customer Support Transformation roadmap and ensure changes are delivered in a clear, controlled, and sustainable way.
• Lead and develop the Customer Support Transformation team, setting priorities and enabling strong execution.
• Work closely with Product, Compliance, Legal, Risk, AML/KYC Operations, Engineering, DSA, and other partners to turn complex requirements into practical solutions.
• Simplify and improve support processes to reduce manual work, customer friction, escalations, and operational risk.
• Identify opportunities to reduce avoidable demand by analysing contact drivers, complaints, escalations, and process gaps.
• Drive automation and tooling improvements that help teams work smarter and scale effectively.
• Lead major change initiatives end to end — from planning and impact assessment to delivery, risk management, and post-launch review.
• Define success metrics and track whether changes improve compliance, quality, efficiency, customer experience, and operational resilience.
• Influence cross-functional decisions and bring thought leadership on scalable support models and regulatory readiness.

• Significant experience in Customer Support, operations, transformation, change management, or regulatory operations.
• Proven ability to lead complex, cross-functional change in regulated or operationally complex environments.
• Strong understanding of Customer Support operating models, complaints, escalations, service processes, risk controls, and performance management.
• Experience translating regulatory, compliance, or business requirements into practical processes, controls, and ways of working.
• Strong stakeholder management skills, with the ability to influence senior stakeholders across multiple functions.
• Experience leading teams, setting direction, prioritising work, and driving delivery in fast-changing environments.
• Strong process optimisation and automation mindset, with a focus on reducing manual work, avoidable demand, and operational risk.
• Analytical and data-driven, with the ability to turn insights into clear recommendations and measurable outcomes.
• Excellent communication skills in both English and Lithuanian, with the ability to explain complex topics clearly to different audiences.
• High ownership, structured thinking, resilience, and strong judgement.

• 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
• Pension plan with flexible contribution options and a matching contribution from Vinted
• Confidential Employee Assistance Program (EAP) for you and your family
• Frequent team-building events
• A personal monthly budget for shopping on Vinted
• A dog-friendly office
• In Vilnius office: gym & in-house meals at friendly prices