Senior Director, Member Support

  • Vilnius, Lithuania
  • Community Support
  • Vinted Marketplace

Brief info about Vinted 

Vinted Marketplace is the largest online international C2C marketplace in Europe dedicated to second-hand fashion, with millions of registered members spanning 20 markets in Europe and North America. With a mission to make second-hand the first choice worldwide, Vinted enables people to sell and buy second-hand clothes and lifestyle items from each other, helping give those items a second or even third life.   

Vinted Go launched in 2022,  with a focus on developing products and solutions for more seamless shipping and delivery across Europe. Vinted Go has connected more than 40 carriers and more than 200,000 PUDO points across Europe to support the delivery of millions of parcels per year.  

The Vinted Group, composed of Vinted Marketplace and Vinted Go, is headquartered in Vilnius, with workplaces in Germany, Lithuania, France, the United Kingdom, the Netherlands and over 2,000 employees. It is backed by six leading venture capital firms: Accel, Burda Principal Investments, EQT Growth, Insight Partners, Lightspeed Venture Partners, and Sprints Capital. 

Information about the position 

The Senior Director of Member Support will play a pivotal role in transforming and evolving our support operations for both the Marketplace and Shipping Vinted business units. This individual will be responsible for leading an 100+ person member support team, ensuring that our community receives exceptional assistance and support. The ideal candidate will have a proven track record in leading large customer support organisations, optimising processes, and implementing technologies that enhance the member experience and add value to the business.
The role reports into the VP of Customer Operations.

In this position, you’ll 

  • Oversee the global member support teams, ensuring high-quality support is delivered across all channels and languages
  • Develop and implement strategies to increase cost leverage of operations while maintaining or improving member satisfaction. 
  • Be accountable for establishing and delivering on key performance targets aligned with the member support strategy
  • Lead, mentor, and scale a diverse and high-performing member support team, fostering a culture of excellence, empathy, inclusion, and continuous improvement
  • Work closely with the Product and Engineering teams to improve member experience and reduce the need for support contacts through proactive service design and feedback
  • Partner with the CS Operations Support organization in designing/optimizing member support processes and setting expectations of our partner led operations. 
  • Work with the Compliance and Trust & Safety teams to ensure support operations align with regulatory requirements and company policies
  • Represent the voice of the member within the company, providing insights and feedback to other departments to improve products and policies

About you 

  • 10+ years of experience in customer support or service operations, with at least 4 years in a senior leadership role
  • Demonstrated success in scaling support operations in a fast-paced, tech-driven environment
  • Strong analytical skills with the ability to use data to drive decision-making and strategy
  • Excellent leadership and people management skills, with a track record of developing high-performing teams
  • Familiarity with cutting-edge customer support technologies and platforms
  • Exceptional communication and interpersonal skills, with the ability to interact effectively with all levels of the organization
  • Bachelor’s degree in Business Administration, Management, or a related field; Master’s degree preferred
  • Passion for sustainability and a commitment to promoting sustainable practices within the fashion industry a clear plus

Work perks 

  • The opportunity to benefit from our share options programme
  • 25 working days of holiday
  • Newest MacBook models
  • Free access to an office gym
  • 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
  • Private health insurance
  • On-site canteen serving delicious homemade food at discount prices
  • 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

Vinted will set aside a yearly sum equal to 10-13.2% of your annual salary to be invested in your continuous professional development. You’ll be able to take the initiative to use it for covering relevant learning activities that benefit your role.

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 5200 - € 7033 gross per month.