Escalations Management Specialist, CS Operations

Escalations Support is part of the Community Support Operations department and is responsible for developing and managing our escalation support strategy. As an Escalations Management Specialist, you will join one of six specialized escalation teams dedicated to ensuring an effortless experience for Vinted members when support needs are most complex.

• Serve as the primary contact for high-priority, complex member support cases requiring special handling.
• Create and document tailored solutions for escalated 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
• In Kaunas office: a monthly lunch allowance, and a once-a-week provided in-house lunch and breakfast