Partner Performance Specialist, CS Operations

About the role

As a Partner Performance Specialist in Customer Support Operations, you will be the main point of contact for performance‑related matters with Vinted’s outsourced partner teams. Reporting to the Vendor Management Lead, you will work closely with partner managers and internal CS stakeholders to ensure service level agreements are met and continuously improved.

Key responsibilities

• Monitor and drive partner performance against agreed KPIs at both agent and team levels.
• Analyse performance data, identify gaps, and develop actionable improvement plans.
• Lead regular performance review meetings (weekly, monthly, quarterly, yearly) with partner teams.
• Visit partner sites to reinforce Vinted’s culture, promote self‑sufficiency, and strengthen relationships.
• Collaborate with internal CS teams to align expectations and share feedback.

Required profile

• Proven experience in managing outsourced customer support or vendor performance.
• Strong analytical mindset with ability to interpret metrics and drive data‑based decisions.
• Excellent communication and stakeholder‑management skills.
• Willingness to travel regularly to partner locations.

Required skills