Manager of Partner Support, VGo

Descrizione del lavoro:

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

As a Manager of Partner Support, VGo, you will ensure the effectiveness, scalability, and long-term sustainability of Vinted Go's Support operations. By bridging internal teams, external Vendors, and strategic partners, you will drive service quality, efficiency, and customer experience while shaping the future of support in new markets and services.

In this position, you'll

* Set, monitor, and deliver customer support efficiency and quality targets across internal team and Vendors.
* Support the growth and development of team members.
* Drive performance management through data analysis, continuous improvement, and clear visibility on risks and priorities.
* Lead customer support work streams for new services and market launches, including support models, tools, channels, and quality standards.
* Turn customer feedback, performance insights, and Vendor input into actionable improvements in policies, processes, and tooling.
* Build strong long-term relationships with customer support Vendors and strategic partners, ensuring alignment with Vinted standards and business goals.
* Support risk and incident management while fostering collaboration, accountability, and growth across teams and Vendors.

About you

* Proven experience in team management and as a successful people development lead.
* Previous experience in customer support environment.
* Focused on building operational excellence through process and policy improvements.
* Experienced in setting goals, analysing performance data, and turning strategy into action.
* Skilled in managing Vendors and stakeholders across different countries and teams.
* Confident in leading change and handling incidents in a structured way.
* Strong communicator with cross-cultural collaboration and executive reporting experience.
* Adaptable and comfortable working in fast-scaling, quality- and cost-driven environments.
* Excellent spoken & written English skills.
* Knowledge of of French would be considered as an advantage.

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 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 3292 - EUR 4458 gross per month.

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