Member Experience & Policy Architect

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

Benefits offered by this job

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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

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.