Escalations support is part of the Community Support Operations department and is responsible for developing and managing Escalation support strategy. As Escalation Support Specialist you will work within one of 3 Escalation teams to ensure effortless Vinted user experience when it comes to member support.

• Serve as the primary contact for high-priority, complex member support cases requiring special handling.
• Create and document tailored solutions for escalated cases, balancing company policies, regulations and customer satisfaction.
• Resolve complex member issues by collaborating with multiple different internal/external stakeholders.
• Propose updates to policies, product and processes to increase efficiency or prevent future escalations.
• Act as a liaison between internal and external stakeholders, including senior management, legal, and PR teams.

• Have experience in customer service/complaint handling
• Able to assess complex issues, identify root causes, and implement creative solutions.
• Have excellent written and verbal communication skills to explain solutions clearly and calmly, even in challenging situations.
• Demonstrate Customer-centric Mindset: Empathy and a commitment to ensuring a positive customer experience.
• Posses skills in managing difficult conversations and finding mutually agreeable solutions.
• Able to effectively plan and prioritize your tasks
• Fluent in English (written and spoken)

• The opportunity to benefit from our share options programme
• 25 working days of holiday
• Newest MacBook models
• Free access to an office gym
• Mental and emotional health support through the Mindletic app
• Home office support: we provide IT workstation equipment and a personal budget of up to €540 for home workplace furniture
• Private health insurance
• On-site canteen serving delicious homemade food at friendly prices
• Frequent team-building events
• A personal monthly budget for shopping on Vinted
• The opportunity to spend up to 90 days per year - 21 of which can be spent working outside of the EU - on workation
• A dog-friendly office

Individual Learning Budget

We invest in your professional growth! As part of our commitment to continuous learning, we offer an annual learning budget to support your personal and career development through courses, certifications, workshops and more.

Hybrid Work 

We’ve adopted a hybrid workplace model where 2 days in office are recommended but not enforced. It’s up to you and your team to decide on the exact days you’ll spend working together in person.

Equal Opportunity

The Vinted Group is committed to building an inclusive workplace where people from all walks of life feel a sense of belonging. We welcome applications from people of all backgrounds, identities and life experiences. At Vinted, all applicants are treated fairly without regard to their race, age, religion or belief, sex, national origin, citizenship, gender identity, sexual orientation, disability, or any other protected characteristic.

The salary range for this position is € 1,800 - € 2,433 gross per month.