Manager of member support operations, Quality Assurance at Vinted

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. Our backers include Accel, EQT Growth, Insight Partners, Lightspeed Venture Partners, Sprints, and TPG.

As a manager, you will spearhead a quality strategy that emphasizes the tactical execution of the quality vision for support agents and member inquiries. You will co-create a strategic plan with objectives over a 12-month-plus, ensuring alignment with the long-term vision of the Customer Support (CS) function and the successful delivery of key initiatives. You will oversee the development and application of quality standards (e.g., for support agents, member tickets), ensuring that quality data are unbiased, credible, and accurate. You will evolve and shape the perception of the quality assurance function, driving change to make it both highly credible and increasingly automated. You will manage quality assurance processes and frameworks to deliver high-quality evaluation outcomes.

You will lead a team of five Quality Assurance Specialists, defining their roles by balancing business needs with individual strengths. Your focus will be on maximising team performance by developing skills and fostering growth. This means that, in addition to your expertise in the customer support and quality management industries, you will excel as a people leader to a greater extent. In this role, you will report directly to the Director of the MSO, Training and Quality.

In this position, you’ll:

Co-create the strategy and lead the deliverables of the team, focusing on tactical execution to achieve strategic goals.
Collaboratively drive quality objectives aligned with business strategies, particularly within the CS function.
Manage the organizational structure, functions, and daily operations within your area.
Prioritize key outcomes, delegate tasks, and ensure clear ownership within your team by establishing accountability mechanisms.
Oversee standards and assurance frameworks in the quality area, challenging and maintaining high operational excellence while staying up to date with industry developments.
Act as an ambassador for co-creating solutions that enhance quality standards and processes through the integration of technology and tools.
Ensure accountability for deliverables and results across your area.
Conduct resource planning, recruitment, and onboarding to your team as necessary, while supporting the professional growth of your team.
Carry out consistent operational and managerial tasks such as planning and performance evaluation.
Engage with various internal and external stakeholders to proactively identify opportunities for improving quality effectiveness.
Proactively tackle complex challenges and make decisions that impact multiple functional areas.

About you:

Passionate about quality management and its impact opportunities
Have experience in leadership role or a proven track record of growth towards a leadership role (individually or participating in internal training)
Advanced in data analytics and quality management methodologies
Capable of making decisions and implementing them to establish procedures and practices.
Capable of leading diverse teams and guiding them through unfamiliar situations by providing clear directions.
Capable of developing long-term plans that align with company objectives, setting and achieving goals, driving outcomes, and ensuring strategic alignment.
Excellent verbal and written communication skills for effective interaction with team members and stakeholders.
Experienced in giving constructive feedback and facilitating productive discussions.
Strong skills in prioritization, time management, and delegation.
Willingness to collaborate and strong interpersonal skills.
Eager to acquire new skills and apply them across various tasks and projects, with the ability to mentor teammates when needed.
Open to change and possessing a positive attitude toward dynamics, along with resilience skills.
Proficient in English (C1 level).
Bonus requirement: proven experience working with quality assurance softwares, BI tools, data analytics tools, quality management automation

Salary: 2983 EUR gross monthly - 3725 EUR gross monthly