Content Strategist, Help Content & VOC

Help Experience domain at Vinted is on a mission to create an effortless, scalable, and cost-effective help experience for our members. We aim to empower them to solve any queries or issues by developing and improving our self-help tools. To support that mission, Help Experience has a team of around 60 people working in the Vilnius and Berlin offices.

The Content Strategy & Performance team is responsible for providing high-quality, accurate, and up-to-date information in our self-help tools, currently including Help Centre, Auto - Replies and Chatbot. This enables our members to find quick answers to any issues or questions they encounter while using our platform.

The role is a temporary cover for a maternity leave, open November 26 - September 28.

• Develop self-help content strategies and tactics to help members effortlessly solve issues and advocate for the most appropriate content solutions and strategies when working with product teams and other departments
• Enhance the Help Centre's content structure and usability, focusing on content placement and user experience (UX) improvements
• Translate ideas into clear and meaningful content that enables our members to find answers easily
• Identify opportunities for content improvements and experimentation (A/B testing) by conducting thorough content and data analysis
• Act as a liaison between our team and the product, legal, and research teams, coordinating analyses, providing assistance as needed, and synthesizing user insights related to content
• Manage multiple projects, seamlessly switching between them as needed

• Proven experience in diverse content creation and management techniques for digital products (including user flows, infographics, SEO, and A/B testing) would be a significant benefit
• High level of autonomy and ability to make independent decisions
• Proven problem-solving skills in content strategy, showcasing innovative solutions
• Ability to interpret different research and analyses to inform content strategies and tactics
• Proficient in copywriting and editing, with clarity in both written and verbal communication
• A collaborative person who can build good working relationships with various stakeholders
• Strong organisational and time management skills
• Curious and willing to learn about new methods for improving content effectiveness

• 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 20 for home workplace furniture
• Private health insurance
• Pension plan with flexible contribution options and a matching contribution from Vinted
• 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
• At Vilnius office: gym & in-house meals at friendly prices
• At Kaunas office: a monthly lunch allowance, and an in-house lunch and breakfast once a week