Appeals Specialist, Trust & Safety Operations
Vinted
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. Our backers include Accel, EQT Growth, Insight Partners, Lightspeed Venture Partners, Sprints, and TPG.
Information about the position
Join our team as an Appeals Specialist in Trust & Safety Operations where you'll be instrumental in maintaining a secure and respectful user experience on the platform. Your role will focus on reviewing and evaluating appeals regarding content moderation decisions. You'll be responsible for reassessing these cases to ensure fairness and adherence to Vinted’s internal policies and quality standards. This position allows you to make a significant impact by applying a discerning eye and sound judgment to uphold community trust and resolve disputes satisfactorily.
In this position, you’ll
- Evaluate user appeals related to content moderation, ensuring decisions align with quality goals and internal policies.
- Conduct in-depth, second-level assessments of flagged content to ensure decisions are accurate and uphold user trust.
- Collaborate with team members to share insights and contribute aimed at achieving the best outcomes.
- Utilize analytical skills to maintain a professional, empathetic, and unbiased approach in resolving appeals.
- Manage tasks efficiently in a fast-paced environment, adhering to a shift-based schedule.
- Contribute to the team's success by focusing on high-quality solutions and adapting to new challenges.
- Stay updated with industry trends and engage in development opportunities to enhance expertise in trust and safety.
- Over time, expand your role by developing new specializations within complex moderation area personal and team advancement.
About you
- Prior experience in customer support or a related field is an advantage.
- Fluent in English with strong communication skills (B2+), both written and verbal.
- Strong attention to detail and excellent time management skills.
- Able to handle multiple tasks efficiently and make quick, informed decisions.
- Self-motivated and capable of working both independently and as part of a team.
- Comfortable with a shift-based work schedule, working on weekends.
- Follow guidelines and processes to maintain consistency and quality.
- Open to feedback and committed to continuous learning and improvement.
Work perks
- The opportunity to benefit from our share options programme
- 25 working days of holiday
- Newest MacBook models
- Free access to an office gym
- Digital mental and emotional health support and Employee Assistant Program (EAP)
- Home office support: we provide IT workstation equipment and a personal budget of up to €540 for home workplace furniture
- Private health insurance
- On-site canteen serving delicious homemade food at friendly prices
- 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
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.
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 € 1,350 - € 1,992 gross per month.