Data Scientist, Help Experience

The Help Experience (HEX) team handles millions of support requests every year. Our focus is on measuring true support outcomes - evaluating whether a member’s problem was actually solved and if they were satisfied with the experience.

Your first major objective as a Data Scientist will be to work on our automated support quality measurement framework. You will build a scalable, automated system that evaluates our member interactions and tells us exactly what went wrong and why.

We strongly believe that we are not in the business of building models, dashboards, and tables; we are in the business of building scalable and competitive support for an €8B company. You will sit at the intersection of machine learning, engineering, and support strategy, building a system that helps us understand whether a bad outcome was due to an agent error, a confusing product feature, or a frustrating policy.

• Build the Framework: Design and implement our automated quality scoring models, deploying a fully automated machine learning system.
• Extract Meaningful Signals: Use LLMs to analyse free-text support messages. You'll figure out how to measure things like member sentiment and communication clarity without creating a "black box" that nobody understands.
• Work with Imperfect Data: Use techniques like weak supervision and expert rules to bootstrap models when we don't have thousands of perfectly human-labelled examples available.
• Put Models into Production: Partner with Engineers and Data Platform teams on the operationalisation of your data science products, leveraging a modern tech stack.

• Pragmatic Problem Solver: You have a strong technical background and hands-on experience developing machine learning algorithms. You prefer an iterative approach and can read a research paper and translate it into clean, replicable code.
• Service Mindset: You understand that behind every data point is a real member trying to get help. You succeed when the teams using your tools can make better decisions for our members.
• Technical Expertise: You are highly skilled in Python and SQL. You write clean, maintainable, and structured code that serves as an inspiration for others, valuing reproducibility, clarity, and performance.
• Clear Communicator: You can persuasively explain complex technical concepts and their business implications to non-data stakeholders. You understand that stakeholders need to know why a model gave a certain score.
• Fluent in written and spoken English.

If you’re reading this and wondering if you fit the profile perfectly, please apply anyway. We value a growth mindset and diverse technical backgrounds as much as specific years of experience. If you’re excited about the mission and see yourself in most of what we’ve described, we’d love to chat.

• 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
• Mental and emotional health support through the Mindletic app
• 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 € 4,608 - € 6,233 gross per month.