Director of Vinted Pay CS Transformation
Brief info about Vinted
Our mission is to make second-hand the first choice, and we're looking for people who want to help us get there. Every day, we work together to help our members buy and sell pre-loved clothing and lifestyle items, giving each piece a second life – or even a third.
The Vinted Group is made up of three business units that support this mission:
Vinted Marketplace is Europe’s leading platform for second-hand fashion and a go-to destination for all kinds of pre-loved items, with a growing range of categories. Our platform connects millions of members across 20+ markets, helping great items find a new life.
Vinted Go enhances the shipping experience with a vast network of over 500,000 pick-up and drop-off points, partnering with more than 60 carriers across Europe, with added services like item verification for peace of mind on high-value pieces.
Vinted Pay is the newest part of the Vinted Group, dedicated to bringing secure, reliable payments to buyers and sellers across Europe. Seamlessly integrated into the Vinted app, it helps keep every transaction safe, efficient, and easy for our members.
Founded in 2008 in Lithuania, Vinted began as a way for friends to find new homes for clothes they no longer needed. In 2019, we became Lithuania's first unicorn! Today, our headquarters remain in Vilnius, and we've grown with offices across Europe, supported by a team of over 2,000 people.
Information about the position
We are building a Payments organisation that moves billions of funds for second-hand items across our markets, an organisation that helps us scale anywhere in Europe through an ecosystem of payments providers, compliance and regulatory tools and controls, and that ensures the right payment experience along the way.
As the Director of Vinted Pay CS Transformation, you will lead how Customer Support adapts to new regulatory, operational, contractual, and business needs. You will turn complex requirements into clear processes, scalable operating models, and practical ways of working that help teams deliver great customer outcomes while managing risk.
You will lead the Customer Support Transformation team and drive key transformation initiatives across complaints, escalations, regulatory workflows, automation, process improvement, and demand reduction. Your focus will be on making Customer Support simpler, more efficient, more scalable, and ready for future growth.
You will work closely with Product, Compliance, Legal, Risk, AML/KYC Operations, Engineering, DSA, and other partners to align priorities, improve ways of working, and ensure changes are delivered in a controlled and sustainable way.
In this position, you’ll
- Lead the transformation of Vinted Pay Customer Support, making it more scalable, efficient, and ready for future growth.
- Shape the Customer Support Transformation roadmap and ensure changes are delivered in a clear, controlled, and sustainable way.
- Lead and develop the Customer Support Transformation team, setting priorities and enabling strong execution.
- Work closely with Product, Compliance, Legal, Risk, AML/KYC Operations, Engineering, DSA, and other partners to turn complex requirements into practical solutions.
- Simplify and improve support processes to reduce manual work, customer friction, escalations, and operational risk.
- Identify opportunities to reduce avoidable demand by analysing contact drivers, complaints, escalations, and process gaps.
- Drive automation and tooling improvements that help teams work smarter and scale effectively.
- Lead major change initiatives end to end — from planning and impact assessment to delivery, risk management, and post-launch review.
- Define success metrics and track whether changes improve compliance, quality, efficiency, customer experience, and operational resilience.
- Influence cross-functional decisions and bring thought leadership on scalable support models and regulatory readiness.
About you
- Significant experience in Customer Support, operations, transformation, change management, or regulatory operations.
- Proven ability to lead complex, cross-functional change in regulated or operationally complex environments.
- Strong understanding of Customer Support operating models, complaints, escalations, service processes, risk controls, and performance management.
- Experience translating regulatory, compliance, or business requirements into practical processes, controls, and ways of working.
- Strong stakeholder management skills, with the ability to influence senior stakeholders across multiple functions.
- Experience leading teams, setting direction, prioritising work, and driving delivery in fast-changing environments.
- Strong process optimisation and automation mindset, with a focus on reducing manual work, avoidable demand, and operational risk.
- Analytical and data-driven, with the ability to turn insights into clear recommendations and measurable outcomes.
- Excellent communication skills in both English and Lithuanian, with the ability to explain complex topics clearly to different audiences.
- High ownership, structured thinking, resilience, and strong judgement.
Work perks
- 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
- 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
- In Vilnius office: gym & in-house meals at friendly prices
Working at Vinted
Workation policy
Better balance holidays with workdays by working remotely! Up to 90 days per year in the EU, of these, 21 days can be spent globally. For non-EU citizens, it's 21 days worldwide. This can be combined with time off for vacation or personal time.
Individual learning budget
Each year, you’ll be given a learning budget (starting at €3,000), and a total of up to 10 working days over a 2-year period to support your personal and professional development.
Hybrid work
Our hybrid model, with 2 recommended office days a week, gives you and your team the flexibility to decide if and when you want to work from home, and when to catch up in person.
Equal opportunity
We welcome applications from everybody, regardless of your background, identity, or life experiences. Job openings come with guides, not checklists. If you’re excited about a role, but don’t identify with every point in the ‘About you’ section, apply anyway – you might still be the perfect match!