Legal Escalations Specialist, CS Operations

As a Legal Escalation Specialist, you will work within the Customer Support Department and be part of the Legal Escalation Team - a highly committed, “hands-on” team that provides the second line of support for different types of queries.

The main team’s objectives include handling external legal requests from authorities and internal escalations related to the General Data Protection Regulation (GDPR), as well as other legal and privacy topics.

Moreover, the Legal Escalations Team owns and contributes to various projects related to members’ safety on the platform, creates and optimises internal processes and in general contributes to ensuring the company’s legal compliance.

In this position, you’ll

• Reply to the requests received from law enforcement authorities, consumer rights, and other institutions
• Take care of internal escalations related to legal, GDPR, and privacy topics, and provide legal guidance
• Co-own, drive and co-create policies, processes and procedures related to legal requests, escalations and members’ safety
• Own or contribute to projects (e.g. new legal policies/processes, various projects related to members’ safety or new features)
• Collaborate with internal teams (e.g. other Member Support, Legal team, Product teams)
• Co-create your team’s routines, cooperation framework, share information, and ways of knowledge expansion
• Contribute to setting goals and managing the team's performance

• Fluent in English, any other European languages would be a great asset
• Prior experience in customer support, handling legal and/or police requests, escalations, and project management would be an advantage
• Able to handle multiple tasks efficiently and make quick, informed decisions
• Strong verbal communication and negotiation skills to make your point and successfully pitch your ideas
• Able to take ownership of your tasks and projects
• Strong time management, planning, and organisational skills
• Comfortable working in a dynamic, fast-paced environment
• Able to work in a team environment as well as independently
• Willing and open to looking for and learning new skills, techniques, and tactics
• Able to gather and share best practices

• 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