Legal Escalations Specialist – Customer Support

About the role

As a Legal Escalation Specialist you will work within the Customer Support Department as part of the Legal Escalation Team, providing the second line of support for a variety of legal queries. The team handles external legal requests from authorities and internal escalations related to GDPR and other privacy topics while contributing to members’ safety and overall legal compliance.

Key responsibilities

• Reply to requests from law‑enforcement authorities, consumer‑rights bodies and other institutions.
• Manage internal escalations concerning legal, GDPR and privacy issues and provide guidance.
• Co‑own, drive and co‑create policies, processes and procedures for legal requests, escalations and member safety.
• Own or contribute to projects such as new legal policies, safety initiatives or feature roll‑outs.
• Collaborate with internal teams including Member Support, Legal and Product.
• Co‑create team routines, share information and expand knowledge.
• Help set goals and manage the team’s performance.

Required profile

• Fluent in English; additional European languages are a plus.
• Prior experience in customer support, handling legal or police requests, escalations and project management is advantageous.
• Ability to handle multiple tasks efficiently and make quick, informed decisions.
• Strong verbal communication and negotiation skills.
• Ownership of tasks and projects.
• Excellent time‑management, planning and organisational abilities.
• Comfortable in a dynamic, fast‑paced environment.
• Team‑player who can also work independently.
• Willingness to learn new skills, techniques and tactics.
• Capability to gather and share best practices.

What we offer

• Share‑options programme.
• 25 working days of holiday.
• Home‑office support with equipment and up to €540 budget for furniture.
• Private health insurance.
• Confidential Employee Assistance Program for you and your family.
• Frequent team‑building events.
• Monthly Vinted shopping budget.
• Up to 90 days per year workation (21 days outside the EU).
• Dog‑friendly office, gym and in‑house meals in Vilnius; lunch allowance and weekly meals in Kaunas.
• Individual learning budget for courses, certifications and workshops.
• Hybrid work model – two days in the office are recommended but not enforced.