In this role, you will be focusing on marketplace Member support policies. You will be responsible for maintaining a current and comprehensive understanding of the member experience, actively working to enhance it. Your role will involve identifying policy areas or friction points in need of improvement and collaborating with relevant teams to enhance the member experience. You will partner closely with cross-functional internal stakeholders to fix member experience friction points. Your aim will be to balance member and business needs while ensuring alignment with our marketplace objectives.

• Drive member experience improvements through policy improvements and friction point resolution in collaboration with other stakeholders.
• Build and deepen insights on pain points in the member journey.
• Support policy creation and ensure policy documentation is up-to-date and consistent to enhance member experience.
• Conduct qualitative research and sentiment analysis to identify and understand member pain points.
• Create compelling proposals for implementing improvements for member experience

• Proven experience in customer support or similar roles, with a focus on enhancing customer experience.
• Capable of interpreting data to gather insights using tools such as Looker and EasyBI, analysing it in Excel or Google Sheets, and providing impact calculations.
• Strong skills in conducting qualitative research and sentiment analysis to identify and understand member pain points and sentiments.
• Expertise in crafting clear support policies aligned with regulations and organizational goals, maintaining up-to-date and organized documentation.
• Competence in managing projects and coordinating with stakeholders to implement policy changes and resolve friction points efficiently.
• Ability to create compelling proposals by integrating strategic thinking and persuasive communication.
• Able to handle multiple focuses efficiently and make quick, informed decisions.
• Strong verbal communication and negotiation skills to make your point and successfully pitch your ideas.
• Able to work in a dynamic, fast-paced environment, maintaining a positive attitude and openness to change.
• Able to work in a team environment as well as independently.

• The opportunity to benefit from our share options programme
• 25 working days of holiday
• Newest MacBook models
• Free access to an office gym
• Digital mental and emotional health support and Employee Assistant Program (EAP)
• 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 € 2358 - € 3192 gross per month.