About this role
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.
Information about the position
We are looking for a proactive and analytical Community Support Operations Analyst to join our dynamic team. In this role, you will contribute to projects and support team initiatives by resolving queries and operational challenges. Your expertise will be crucial in guiding decision-making and driving operational improvements through meticulous data analysis and recommendations.
Join us to make a meaningful impact by supporting continuous improvement and implementing operational strategies that evolve our member support efficiency.
In this position, you’ll
- Continuously monitor and generate detailed reports and analyse data to identify operational performance, bottlenecks and opportunities for improvement.
- Utilise tools like Looker, SQL, Excel/Google Sheets and internal systems for historical ticket analysis.
- Actively support Community Support teams in volume, ticket per transaction, SLAs, product improvements investigations, identify potential issues and initiate tactics for resolution and/or prevention.
- Collaborate with relevant teams to resolve member issues swiftly.
- Collaborate with internal stakeholders to support continuous process/product improvement, supplying valuable data for decision-making.
- Contribute cross functional projects and initiatives related to changes in Member Support area.
About you
- Able to work collaboratively in a fast-paced environment, with a focus on delivering practical solutions.
- Strong critical thinking, fast decision-making and problem-solving skills, with an ability to make informed decisions independently.
- Demonstrated experience in numerical analysis and a passion for deriving insights from data.
- Proficiency in Excel/Google Sheets, SQL, Looker, or similar BI tools for data manipulation and analysis.
- Excellent written and verbal communication skills to convey information clearly and effectively to diverse stakeholders.
- English language proficiency, both written and spoken, to enable clear and concise communication.
- Experience in Member Support Operations or related customer support role would be considered 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 €540 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 € 2,158 - € 2,925 gross per month.
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