About the role
Member Experience and Policy Specialist, Vinted Pay | Vinted Careers Vinted Relocation How We Hire Engineering Academy Data Science & Analytics Academy Marketing Tech Academy Internships Early Careers Blog Vinted Group Vinted Marketplace Vinted Go Vinted Pay Culture at Vinted About en Jobs Member Experience and Policy Specialist, Vinted Pay Vilnius Kaunas Community Support Multiple locations, Lithuania Vinted Pay Brief info about Vinted Our mission is to make second-hand the first choice, and we're looking for people who want to help us get there. Every day, we work together to help our members buy and sell pre-loved clothing and lifestyle items, giving each piece a second life – or even a third. The Vinted Group is made up of three business units that support this mission: Vinted Marketplace is Europe’s leading platform for second-hand fashion and a go-to destination for all kinds of pre-loved items, with a growing range of categories. Our platform connects millions of members across 20+ markets, helping great items find a new life. Vinted Go enhances the shipping experience with a vast network of over 500,000 pick-up and drop-off points, partnering with more than 60 carriers across Europe, with added services like item verification for peace of mind on high-value pieces. Vinted Pay is the newest part of the Vinted Group, dedicated to bringing secure, reliable payments to buyers and sellers across Europe. Seamlessly integrated into the Vinted app, it helps keep every transaction safe, efficient, and easy for our members. Founded in 2008 in Lithuania, Vinted began as a way for friends to find new homes for clothes they no longer needed. In 2019, we became Lithuania's first unicorn! Today, our headquarters remain in Vilnius, and we've grown with offices across Europe, supported by a team of over 2,000 people. Information about the position 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. In this position, you’ll 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.) About you 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. 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. Work