Member Experience and Policy Specialist, VGo

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.

• 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.

• 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.

Nice to have

• Advantage: experience working with outsourced customer support vendors or QA teams.
• Advantage: knowledge of logistics, parcel delivery, locker networks, or marketplace operations.

• 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