Project Specialist, Help Content & VOC

Job Description:

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

Help Experience domain at Vinted is on a mission to create an effortless, scalable, and cost-effective help experience for our members. We aim to empower them to solve any queries or issues by developing and improving our self-help tools. To support that mission, Help Experience has a team of around 60 people working in the Vilnius and Berlin offices.

The Content Strategy & Performance team is responsible for providing high-quality, accurate, and up-to-date information in our self-help tools, currently including Help Centre, Auto - Replies and Chatbot. This enables our members to find quick answers to any issues or questions they encounter while using our platform.

In this position, you'll

* Develop self-help content strategies and tactics to help members effortlessly solve issues and advocate for the most appropriate content solutions and strategies when working with product teams and other departments.
* Enhance the Help Centre's content structure and usability, focusing on content placement and user experience (UX) improvements.
* Translate ideas into clear and meaningful content that enables our members to find answers easily.
* Identify opportunities for content improvements and experimentation (A/B testing) by conducting thorough content and data analysis.
* Act as a liaison between our team and the product, legal, and research teams, coordinating analyses, providing assistance as needed, and synthesizing user insights related to content.
* Manage multiple projects, seamlessly switching between them as needed.

About you

* Proven experience in diverse content creation and management techniques for digital products (including user flows, infographics, SEO, and A/B testing) would be a significant benefit.
* High level of autonomy and ability to make independent decisions.
* Proven problem-solving skills in content strategy, showcasing innovative solutions.
* Ability to interpret different research and analyses to inform content strategies and tactics.
* Proficient in copywriting and editing, with clarity in both written and verbal communication.
* A collaborative person who can build good working relationships with various stakeholders.
* Strong organisational and time management skills.
* Curious and willing to learn about new methods for improving content effectiveness.

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 EUR540 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.

Hybrid Work

We've adopted a hybrid workplace model where 2 days in the 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 EUR 2,483 - EUR 3,358 gross per month.

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