Complaints Management Specialist, Vinted Pay

Vinted; Colac; Ibrido; AUD 35.000 - 47.000; Tempo pieno

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Holiday 25 days

IT workstation

Home office budget €540

Private health insurance

Employee Assistance Program (EAP)

Pension plan

Team-building events

Personal shopping budget

Dog-friendly office

Vilnius gym/meals

Kaunas lunch allowance

Descrizione del lavoro

Vinted is seeking a Complaint Management Specialist for Vinted Pay to investigate and resolve escalated payment complaints while ensuring regulatory compliance. You will work within the Vinted Pay CS unit, part of Customer Operations, handling complex cases and turning challenging situations into positive user outcomes.

You’ll collaborate with Product, Policy, Legal, and PR teams, acting as the voice of our members and translating pain points into actionable insights.

Competenze

• Experience in customer service or complaint handling.
• Ability to assess complex issues and identify root causes.
• Excellent written communication and clear explanations in challenging situations.
• Customer-centric mindset with empathy and focus on positive outcomes.
• High emotional intelligence and resilience when handling sensitive scenarios.
• Strong planning and prioritization abilities.
• Fluent in English (written and spoken).

Mansioni

• Serve as the primary contact for high-priority, complex member complaint cases requiring special handling.
• Create and document tailored solutions for member complaint cases, balancing policies, regulations and customer satisfaction.
• Resolve complex member issues by collaborating with multiple internal/external stakeholders.
• Translate complex pain points into actionable insights for Product and Policy teams.
• Liaise between internal and external stakeholders, including senior management, legal, and PR teams.

Conoscenze

Customer service

Complaint handling

Root-cause analysis

Written communication

Verbal communication

Customer-centric mindset

Emotional intelligence

Task prioritization

Fluent English

Descrizione del lavoro

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

As a Complaint Management Specialist for Vinted Pay, you will be the guardian of our users' trust and our regulatory compliance. You will investigate, resolve, and formally respond to complex, escalated payment complaints—turning challenging situations into positive user outcomes while ensuring we strictly adhere to financial regulations. The role sits in the Vinted Pay CS organisation, part of the broader Customer Operations team at Vinted, supporting our rapidly expanding and regulated financial services entity (Vinted Pay).

In this position, you’ll

• Serve as the primary contact for high-priority, complex member complaint cases requiring special handling.
• Create and document tailored solutions for member complaint 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.

About you

• 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)

Work perks

• 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
• Pension plan with flexible contribution options and a matching contribution from Vinted
• Frequent team-building events
• A personal monthly budget for shopping on Vinted
• 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

Working at Vinted

Workation policy

Better balance holidays with workdays by working remotely! Up to 90 days per year in the EU, of these, 21 days can be spent globally. For non-EU citizens, it's 21 days worldwide. This can be combined with time off for vacation or personal time.

Individual learning budget

Each year, you’ll be given a learning budget (starting at €3,000), and a total of up to 10 working days over a 2-year period to support your personal and professional development.

Hybrid work

Our hybrid model, with 2 recommended office days a week, gives you and your team the flexibility to decide if and when you want to work from home, and when to catch up in person.

Equal opportunity

We welcome applications from everybody, regardless of your background, identity, or life experiences. Job openings come with guides, not checklists. If you’re excited about a role, but don’t identify with every point in the ‘About you’ section, apply anyway – you might still be the perfect match!

The gross monthly salary range for this position is:
€1.917 — €2.592 EUR