Escalations Management Specialist – Customer Support

About the role

Vinted is looking for an Escalations Management Specialist to join its Community Support Operations team. You will be the primary point of contact for high‑priority, complex member cases, ensuring a smooth experience for our users when support issues are most challenging.

Key responsibilities

• Handle high‑priority, complex member support cases that require special handling.
• Create and document tailored solutions while balancing company policies, regulations, and customer satisfaction.
• Collaborate with internal and external stakeholders—including senior management, legal, and PR—to resolve issues.
• Translate member pain points into actionable insights for Product and Policy teams.
• Act as a liaison between internal teams and external partners to ensure timely resolution.

Required profile

• Experience in customer service or complaint handling.
• Ability to assess complex issues, identify root causes, and implement creative solutions.
• Excellent written and verbal communication skills, especially in challenging situations.
• Customer‑centric mindset with high emotional intelligence and resilience.
• Strong planning and prioritisation abilities.
• Fluent in English (written and spoken).

Required skills

What we offer

• Opportunity to work in a fast‑growing, mission‑driven company.
• Collaborative international team across 20+ markets.
• Professional development and career growth in customer support operations.