We’re here to keep our members happy
This is the first in a series of blog posts that will shed light on what working for Community Support (CS) at Vinted is really like.
Here’s our story.
We started eight years ago, in 2008. Vinted was just created, and our new members already had lots of questions. From the get go, we knew that our member community is the basis of what we do. If people didn’t feel like spending time on Vinted, we would never gain traction. No one likes shopping empty closets, right?
Our cofounder Milda Mitkutė was the first person ever to start answering members’ inquiries. She wasn’t even employed at the time — she was putting in work to make sure her idea took off. Milda even found volunteer members to help her out — our growing community started asking so many questions, one person just couldn’t handle them.
Our first CS employee was Egidijus Gailevičius. He took over communication with Vinted members and gradually brought together our whole team of CS agents. Now, we finally had people who felt inspired by helping others, and wanted to make it their job.
Fast forward to 2016. Vinted has 12 million members in 10 countries. A team of 70+ people helps them get the most out of our product by answering about 1500 questions a day. We do it in 8 languages: Czech, Dutch, English, French, German, Lithuanian, Polish and Spanish.
Vinted’s CS mission is to empower members to enjoy the experience of simplicity, while being safe and comfortable about their interaction with Vinted and other members.
We seek to not be a traditional customer care service. We aim to create a trustworthy and professional Community Support team. Even though we can only communicate with our members through email, we depended on our informal tone and our friendliness to make us stand out.
To put it simply — we want to make sure members feel as if they’re talking to friends.
This is tricky. Supporting our community requires a big number of people doing their best every day..
You never have to guess or wait around for the results of your work, though. If we need to improve — our members will be quick to point that out. And if we do an amazing job, some of the most heartwarming and creative compliments will come our way.
Looking back, we’ve come a long amazing way. We’re the voice of Vinted — oftentimes, a CS agent will be the first person ever to talk to a member on behalf of the company. And we’re the eyes and ears of Vinted, too. There’s no better way to determine our community’s vibe than by talking to it, one member at a time.
Join us: opportunities@vinted.com
