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, productive, 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,

📌 Member Experience and Policy Specialist, VGo (Australia)
🏢 Vinted
📍 Australia