Decision Scientist, Help Experience
Vinted
Lithuania
EUR 4,608-6,233 / month + Equity
Brief info about Vinted
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.
Information about the position
We are looking for a Decision Scientist to join the Support Agent Tooling team within the Help Experience domain. This is a cross-functional team building and improving the systems, workflows, and analytical foundations that help support agents resolve member issues efficiently while maintaining a high-quality member experience.
This role is for someone who can independently own well-defined analyses from start to finish, contribute to product and operational decisions, and work closely with Product, Engineering, Operations, Analytics Engineering, and other Decision Scientists. The person should be comfortable turning business questions into structured analysis, interpreting results, and communicating clear recommendations to stakeholders.
Why this role matters
Support Agent Tooling directly affects both member experience and support efficiency. Better tooling can help agents resolve issues faster, reduce repeat contacts, improve consistency, and surface better feedback for product and operations teams.
We are building scalable ways to understand the quality of member-support interactions: what went well, what went wrong, where failures happened, and how tooling or workflows can improve outcomes. This person would help make those signals reliable, understandable, and useful for decision-making.
In this position, you’ll
- Enable Data-Driven Decisions: Develop and maintain relevant metrics and frameworks to track product performance, and continually explore opportunities within prioritised areas to communicate actionable analytical insights.
- Lead Experimentation: Design, run, and analyse experiments (A/B tests) to validate the value and business impact of product changes and tooling enhancements.
- Partner and Strategise: Collaborate cross-functionally to drive the process of setting team Key Results (KRs) and targets. You will challenge decisions and hypotheses to optimise our impact and maintain a strong member focus.
- Collaborate across teams, proactively aligning when work touches other areas of Help Experience, support operations, or data infrastructure.
- Build maintainable analytical workflows using SQL and Python, following good standards for code quality, reproducibility, documentation, and privacy.
About you
- Proven experience in a Decision Science or Data Analytics role
- Good analytical thinking and problem-solving skills, with the ability to balance depth of analysis with business impact
- Strong knowledge of statistical methods, including experience running A/B tests, regression analysis, causal inference, and other inferential techniques.
- Experience with SQL and Python
- Experience with BI tools (e.g., Looker, Tableau, Power BI)
- A proactive individual who thrives in a fast-paced, constantly evolving business environment
- Highly results-oriented and comfortable with iterative processes
- Strong communicator who can convincingly present results to both technical and non-technical audiences
- Fluent in English, both written and spoken
Work perks
- The opportunity to benefit from our share options programme
- 25 working days of holiday
- Newest MacBook models
- Mental and emotional health support through the Mindletic app
- Home office support: we provide IT workstation equipment and a personal budget of up to €540 for home workplace furniture
- Never ending snacks and monthly lunch benefit
- Private health insurance
- 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
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 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.