Member Experience and Policy Specialist, VGo

Location: Multiple locations in Lithuania — Vilnius or Kaunas; hybrid work with two recommended office days per week.

Gross monthly salary: €2,483–€3,358.

Company

A European second-hand marketplace and logistics platform founded in Lithuania, with services spanning resale, parcel delivery, and payments.

What you will do

• Own, develop, and maintain member support policies, procedures, internal guidelines, escalation pathways, and workflows for parcel delivery services.
• Monitor support performance metrics including Contacts per shipment, CSAT, FCR, FiRT, and FRT.
• Analyze support contacts, member feedback, and sentiment to identify trends, root causes, and improvement opportunities.
• Build data-backed business cases and impact analyses for policy, product, and service improvements.
• Represent Member Support in cross-functional work with Product, Engineering, Operations, Quality Assurance, vendor management, and external partners.
• Lead support work for market launches, network expansions, and feature releases, including complex or sensitive escalations.

Requirements

• 3+ years of experience in Customer Experience, Customer Support Operations, or Operations, ideally in e-commerce, technology platforms, logistics, shipping, or a similar environment.
• Experience designing and implementing customer support policies, workflows, processes, or standard operating procedures.
• Strong understanding of customer support metrics, dashboards, and operational performance indicators.
• Comfort using Excel or Google Sheets, BI platforms, and AI for pattern analysis, trade-off evaluation, and business cases.
• Ability to work independently, collaborate cross-functionally, and balance customer needs with compliance and operational considerations.
• Excellent written and spoken English required.

Nice to have

• Experience with outsourced customer support vendors or Quality Assurance teams.
• Knowledge of logistics, parcel delivery, locker networks, or marketplace operations.

Culture & Benefits

• Hybrid work model with flexibility to work from home and in the office.
• Up to 90 remote workation days per year in the EU, including up to 21 days globally; non-EU citizens can work worldwide for up to 21 days.
• 25 working days of annual leave, private health insurance, and an Employee Assistance Program for employees and families.
• Home-office equipment and a personal budget of up to €540 for workplace furniture.
• Annual learning budget starting at €3,000, plus up to 10 working days over two years for development.
• Share options, team-building events, a monthly shopping budget, and office-specific meals or lunch allowances.