Why This Job is Featured on The SaaS Jobs
Escalations management sits at a critical junction in SaaS operations, where product rules, policy interpretation, and user trust meet under pressure. In a marketplace platform with multiple business units and a large member base, the hardest cases tend to surface systemic issues that standard support workflows cannot absorb. This role is notable because it treats escalations as an operational discipline rather than an ad hoc queue, with clear touchpoints into Product and Policy.
For a SaaS career, this kind of position builds durable skills in root cause analysis, cross functional coordination, and decision making under ambiguity. Handling high priority cases creates a practical understanding of how platform changes ripple into user outcomes, and how support data can be translated into actionable insights. Experience working alongside legal and PR stakeholders also develops a governance mindset that becomes increasingly important as SaaS products expand across markets and regulations.
This role fits professionals who prefer structured problem solving and written communication, and who are comfortable representing the user perspective while balancing policy constraints. It suits someone looking to move from general support into operations, risk, or product adjacent work, particularly in environments where escalation quality influences platform integrity.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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
Escalations Support is part of the Community Support Operations department and is responsible for developing and managing our escalation support strategy. As an Escalations Management Specialist, you will join one of six specialized escalation teams dedicated to ensuring an effortless experience for Vinted members when support needs are most complex.
In this position, you’ll
- Serve as the primary contact for high-priority, complex member support cases requiring special handling.
- Create and document tailored solutions for escalated cases, balancing company policies, regulations and customer satisfaction.
- Resolve complex member issues by collaborating with multiple different internal/external stakeholders.
- Be the voice of our members by translating complex pain points into actionable insights for our Product and Policy teams.
- Act as a liaison between internal and external stakeholders, including senior management, legal, and PR teams.
About you
- Have experience in customer service/complaint handling
- Able to assess complex issues, identify root causes, and implement creative solutions.
- Have excellent written and verbal communication skills to explain solutions clearly and calmly, even in challenging situations.
- Demonstrate Customer-centric Mindset: Empathy and a commitment to ensuring a positive customer experience.
- Possess high emotional intelligence and the ability to remain objective and resilient when handling sensitive or confrontational situations.
- Able to effectively plan and prioritize your tasks.
- Fluent in English (written and spoken).
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
- 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
Working at Vinted
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.
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.
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 gross monthly salary range for this position is:
€1.917—€2.592 EUR
