Member Experience and Policy Specialist, VGo

Vinted; Colac; Hybrid; AUD 45,000 - 61,000; Full time

Benefits offered by this job

Share options

25 working days of holiday

Access to tools & tech

Home office budget €540

Private health insurance

Employee Assistance Program (EAP)

Frequent team-building events

Personal shopping budget

Dog-friendly office

In Vilnius: gym & in-house meals

Job summary

Vinted is seeking a Member Experience and Policy Specialist to shape and improve member support policies across Vinted Go. You will ensure reliable, clear, and friction-free support through the parcel journey, collaborating with Product, Engineering, and Operations to scale with fewer frictions.

You’ll turn support signals into actionable policies and workflows, balancing member satisfaction with regulatory and operational needs, while partnering with external vendors as required.

Qualifications

• 3+ years of experience in Customer Experience, Customer Support Operations, or Operations.
• Experience designing, drafting, and implementing customer support policies, workflows, processes, or standard operating procedures.
• Strong understanding of customer support metrics, dashboards, and operational performance indicators.
• Proficient with data tools (Excel/Google Sheets, BI platforms, AI) to spot patterns and justify decisions.

Responsibilities

• Own, develop, and maintain member support policies and internal guidelines for Vinted Go services.
• Create escalation pathways and support workflows to ensure clear, empathetic member support.
• Monitor key metrics (Contacts per shipment, CSAT, FCR, FiRT, FRT) to assess policy impact.
• Analyze support data to identify trends, root causes, and opportunities for improvement.
• Build data-backed business cases to support policy changes and product improvements.
• Collaborate with Product, Engineering, Operations, and QA teams to represent the Member Support perspective.

Skills

Customer Experience

Customer Support Operations

Operations mindset

Data tools

Tools

Excel

Google Sheets

BI platforms

AI

Job description

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 Member Experience and Policy Specialist, you will be responsible for shaping, improving, and maintaining the member support policies and experience standards for Vinted Go. You’ll help ensure that members receive reliable, clear, and friction-free support across the full parcel journey — from drop-off and pick-up to tracking, claims, and lost or damaged shipments.

You’ll be part of the Vinted Go Carrier Customer Support unit, within the Member Support Team. This team acts as the customer’s strongest advocate, combining operational problem-solving with data-driven insights to improve support experiences at scale. You’ll work closely with Product, Engineering, Operations, CS Vendor Management, Quality Assurance, and external partners to identify pain points, improve processes, and reduce friction before it reaches our members.

In this role, you’ll sit at the intersection of customer sentiment, support operations, and product development. You’ll turn support signals and data into clear policies, improved workflows, and actionable recommendations that help Vinted Go scale while keeping member experience at the center.

In this position, you’ll

• Own, develop, and maintain member support policies, procedures, and internal guidelines for Vinted Go services.
• Create and refine escalation pathways and support workflows to ensure clear, consistent, and empathetic member support.
• Monitor key Member Support metrics, such as Contacts per shipment, CSAT, FCR, FiRT, and FRT, to assess service performance and policy impact.
• Deep-dive into support contacts, user feedback, and member sentiment to identify trends, root causes, and opportunities for improvement.
• Build data-backed business cases and impact analyses to support policy changes, product improvements, and service enhancements.
• Work with Product, Engineering, Network Operations, and other teams to represent the Member Support perspective in decision‑making.
• Lead the customer support stream for new market rollouts, network expansions, and feature launches.
• Partner with CS Vendor Management and Quality Assurance teams to ensure outsourced support agents have clear knowledge, guidance, and tools.
• Handle high‑complexity or sensitive escalations when needed.
• Ensure policies balance member satisfaction, regulatory requirements, and operational efficiency.

About you

• Have 3+ years of experience in Customer Experience, Customer Support Operations, or Operations, ideally in e‑commerce, tech platforms, logistics, shipping, or a similar environment.
• Have experience designing, drafting, and implementing customer support policies, workflows, processes, or standard operating procedures.
• Have a strong understanding of customer support metrics, dashboards, and operational performance indicators.
• Are comfortable using data tools such as Excel or Google Sheets, BI platforms, and AI to spot patterns, evaluate trade‑offs, and build clear, compelling business cases.
• Are proactive, organised, and able to drive initiatives independently in a fast‑paced, ambiguous environment.
• Care deeply about member experience and know how to balance customer needs with business, compliance, and operational considerations.
• Are good at working cross‑functionally and bridging perspectives between operations, product teams, legal stakeholders, and external vendors.
• Have a scalability and optimisation mindset, looking beyond quick fixes to create sustainable, efficient solutions.
• Have excellent written and spoken English.
• Advantage: experience working with outsourced customer support vendors or QA teams.
• Advantage: knowledge of logistics, parcel delivery, locker networks, or marketplace operations.

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
• 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: €2.483—€3.358 EUR