Member Experience and Policy Specialist

Details

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. Our backers include Accel, EQT Growth, Insight Partners, Lightspeed Venture Partners, Sprints, and TPG.

Information about the position

In this role, you will be focusing on marketplace Member support policies. You will be responsible for maintaining a current and comprehensive understanding of the member experience, actively working to enhance it. Your role will involve identifying policy areas or friction points in need of improvement and collaborating with relevant teams to enhance the member experience. You will partner closely with cross-functional internal stakeholders to fix member experience friction points. Your aim will be to balance member and business needs while ensuring alignment with our marketplace objectives.

In this position, you’ll

• Drive member experience improvements through policy improvements and friction point resolution in collaboration with other stakeholders.
• Build and deepen insights on pain points in the member journey.
• Support policy creation and ensure policy documentation is up-to-date and consistent to enhance member experience.
• Conduct qualitative research and sentiment analysis to identify and understand member pain points.
• Create compelling proposals for implementing improvements for member experience

About you

• Proven experience in customer support or similar roles, with a focus on enhancing customer experience.
• Capable of interpreting data to gather insights using tools such as Looker and EasyBI, analysing it in Excel or Google Sheets, and providing impact calculations.
• Strong skills in conducting qualitative research and sentiment analysis to identify and understand member pain points and sentiments.
• Expertise in crafting clear support policies aligned with regulations and organizational goals, maintaining up-to-date and organized documentation.
• Competence in managing projects and coordinating with stakeholders to implement policy changes and resolve friction points efficiently.
• Ability to create compelling proposals by integrating strategic thinking and persuasive communication.
• Able to handle multiple focuses efficiently and make quick, informed decisions.
• Strong verbal communication and negotiation skills to make your point and successfully pitch your ideas.
• Able to work in a dynamic, fast-paced environment, maintaining a positive attitude and openness to change.
• Able to work in a team environment as well as independently.

Work perks

• The opportunity to benefit from our share options programme
• 25 working days of holiday
• Newest MacBook models
• Free access to an office gym
• Digital mental and emotional health support and Employee Assistant Program (EAP)
• Home office support: we provide IT workstation equipment and a personal budget of up to €540 for home workplace furniture
• Private health insurance
• On-site canteen serving delicious homemade food at friendly prices
• 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

Working at Vinted

Individual Learning Budget

We invest in your professional growth! As part of our commitment to continuous learning, we offer an annual learning budget to support your personal and career development through courses, certifications, workshops and more.

Hybrid Work

We’ve adopted a hybrid workplace model where 2 days in office are recommended but not enforced. It’s up to you and your team to decide on the exact days you’ll spend working together in person.

Equal Opportunity

The Vinted Group is committed to building an inclusive workplace where people from all walks of life feel a sense of belonging. We welcome applications from people of all backgrounds, identities and life experiences. At Vinted, all applicants are treated fairly without regard to their race, age, religion or belief, sex, national origin, citizenship, gender identity, sexual orientation, disability, or any other protected characteristic.

The salary range for this position is € 2358 - € 3192 gross per month.