As the Director of Member Support for Vinted Pay, you will be the strategic bridge between our global Community Support (CS) organisation and our dedicated payments business unit. You will lead the mission to provide world-class support for payment-related inquiries, managing both the Payments support policies and complaints team and the broader CS capabilities required to serve Vinted members with their payment queries.

You are responsible for ensuring that when it comes to money, our members feel heard, protected, and supported by a seamless, compliant, and efficient service engine.

• Organisational Integration: Act as the primary point of contact between Vinted Pay leadership and the central CS organisation, ensuring Vinted Pay’s requirements are prioritised in the CS roadmap.
• Strategic Leadership: Define and execute the support strategy for Vinted Pay, aligning CS operations with the broader goals of the Payments business unit. Support the VP of Customer Operations in defining the financial plan for the Vinted Pay CS team, identify and drive cost optimisation efforts. 
• Team Leadership and Development: 
  Talent Strategy & Development: Define the organisational structure and talent roadmap for the Vinted Pay support team. Own the hiring, training, and career progression for all team members.Establish robust performance metrics and coaching frameworks.
  Escalation Management:  Co-own the Vinted Pay Escalations Team, handling high-priority, sensitive, or legally complex payment disputes and financial inquiries.
• Operational Excellence: Leverage CS capabilities (tools, workforce management, and training) to maintain industry-leading KPIs for response times and resolution quality in payment support.
• Regulatory & Compliance Alignment: Work closely with Legal and Compliance teams to ensure all support processes meet financial regulations (e.g., PSD2, AML, and KYC requirements).
• Advanced Stakeholder Management & Reporting. Executive Reporting: Lead regular business reviews (e.g., Quarterly Business Reviews) with Vinted Pay Boards, Leadership and CS leadership to present performance, strategic progress, and resource needs. 
• Audit Readiness and Risk: Lead the preparation and response for all internal and external audits related to support operations.

• You have 8+ years of experience in Customer Operations, with at least 3 years specifically within Fintech, Payments, or a highly regulated financial environment.
• You have managed and developed high growth teams. You know how to scale support organisations and deliver on operational performance without sacrificing the "human touch," and you’re comfortable working with both internal teams and internal partners.
• You have a strategic and commercial mindset. 
• You remain calm under pressure, especially when dealing with financial escalations or systemic payment issues.
• You don't just report on CSAT and SLAs; you look at the "why" behind the numbers to drive operational efficiency.
• You can speak "Product," "Legal," and "Support" fluently, translating complex financial constraints into actionable support workflows. You are very familiar with tools and systems found in typical support organisations and have experience driving system transformation projects

• 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
• Digital mental and emotional health support and Employee Assistant Program (EAP)
• 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
• 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

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 € 4385 - € 5892 gross per month.