Job Description

We are building a payments organisation that moves billions of euros across our markets, supported by a strong foundation of Member Support. As a Member Experience and Policy Specialist, you will play a critical role in establishing and enhancing the Vinted Pay member support segment. You will be responsible for developing and improving support policies, also ensuring efficiency and high-quality solutions for ticket escalations and legal complaints.Join us in making a significant impact on our global payments ecosystem and enhancing the trust of our members through exceptional support and compliance.

Co-own the establishment of Vinted Pay member support segment.
Deliver launch and scale activities for member support.
Develop and improve policies and procedures in wallet services related support processes.
Ensure compliance for legal complaint handling processes and deliver reporting activities for Bank of Lithuania.
Own efficiency and high quality solutions for ticket escalations.
Collaborate with internal teams (e.g. product, community support operations etc.) and manage stakeholders (e.g. partners, payment providers etc.)

Requirements

Proven experience in customer support preferably within payments, fintech, banking, e-money, marketplaces, or another regulated environment.
Have experience with costumer complaint handling to financial institutions.
Knowledge of anti-money laundering (AML) and know your customer (KYC) regulations and knowledge how to apply them to customer support operations.
Confident using Excel/Google Sheets to analyse data and make informed decisions.
Strong analytical and problem-solving skills, with the ability to identify root causes, improve workflows, and propose scalable solutions.
Prior experience with cross-departmental stakeholder management.
Strong verbal communication and negotiation skills, with fluency in English.
Strong time management and organisational skills.
Confident in operating within ambiguously defined structures with an ability to deliver tangible results.
Comfortable working in a dynamic, fast-paced environment.

Nice to have

Familiarity with risk assessment and mitigation strategies, as well as experience using BI tools such as Looker or similar platforms, would be considered an advantage.

Company offers

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