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.
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.
- 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.
- 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
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!
Skills Required
- Significant experience in customer support, operations, transformation, change management, or regulatory operations
- Experience leading 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 and ability to influence senior stakeholders across multiple functions
- Experience leading teams, setting direction, prioritizing work, and driving delivery in fast-changing environments
- Strong process optimization and automation mindset focused on reducing manual work, avoidable demand, and operational risk
- Analytical and data-driven ability to turn insights into clear recommendations and measurable outcomes
- Excellent communication skills in English and Lithuanian
- High ownership, structured thinking, resilience, and strong judgment
Vinted Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Vinted and has not been reviewed or approved by Vinted.
-
Equity Value & Accessibility — Employees can participate in a share options program, and recurring internal secondary‑liquidity events make equity value more tangible.
-
Leave & Time Off Breadth — 25 working days of holiday and a workation policy allowing up to 90 days of remote work per year (including a limited allowance outside the EU) broaden time‑away options.
-
Parental & Family Support — Parental leave is topped up to full gross salary for 20 weeks for primary caregivers and 10 weeks for secondary caregivers in Lithuania, with flexible leave until the child turns two.
Vinted Insights
What We Do
We’re the world’s biggest preloved fashion marketplace. The brainchild of Milda Mitkutė and Justas Janauskas, Vinted grew from a local website into a mobile-first community of 20 million people in 10 countries which is boasting over 30 million listings in total. Our mission: make second hand the #1 choice worldwide. We do it by shaking up everyday shopping habits and creating new personalized ways of buying, selling, and swapping clothes, accessories, and lifestyle items. We’re always on the lookout for smart people who know exactly how they can contribute to making Vinted better. Join or lead cross-functional teams at a startup where your impact is never limited to your job description. Step out of your comfort zone. Grow with us. And have fun with a team of more than 200 people along the way. You can find all open positions: https://www.vinted.com/jobs If you know you belong here - tell us why! Follow us! https://www.instagram.com/weworkatvinted/
