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Vestiaire Collective is the leading global marketplace for pre-loved fashion, operating across 70+ countries with offices in Paris, London, Berlin, New York, Singapore, and Ho Chi Minh City. The company is on a mission to make circular fashion the norm through technology, expertise, and community engagement.
You will lead Level 3 customer service operations across Paris and New York, managing complex escalations, complaints, and expert support cases. This is a hands-on leadership role where you will personally handle critical or high-impact cases, speak directly with customers when appropriate, and own the escalation framework for high-risk and reputational cases. You will ensure fair and consistent decisions aligned with company policies, identify root causes of recurring issues, and monitor performance metrics including resolution time, backlog, quality, and customer satisfaction.
Beyond operations, you will drive continuous improvement of the Level 3 operating model, processes, and playbooks. You will empower your team through clear decision-making principles and guidelines, turn customer insights into actionable improvements, and lead cross-functional initiatives with Legal, Policy, Trust & Safety, Product, and Operations teams. You will also improve collaboration and escalation flows across all customer service levels.
You will build and lead an international team of 8 members, setting clear objectives, maintaining strong performance and quality standards, and developing team capabilities in investigation, decision-making, and de-escalation. Success means establishing a scalable Level 3 model, improving resolution speed and consistency, reducing recurring issues, strengthening cross-functional collaboration, and developing an engaged, empowered team.
The role is hybrid (typically 2 days remote per week) based in Paris, with remote collaboration across New York. Vestiaire Collective offers purpose-driven work at scale, high-impact scope with decisions affecting millions of users, a truly international environment of 50+ nationalities, career acceleration in a fast-moving scale-up, dedicated learning and growth budgets, flexible working arrangements, 2 paid impact days per year, and competitive compensation including bonus, health coverage, lunch vouchers, and gym benefits.
REQUIREMENTS:
- 7+ years of experience in Customer Service, Customer Operations, or related environment, including at least 3 years managing teams
- Proven experience leading escalations, complaints, expert support, or Level 3 customer service functions
- Experience managing teams in international, multilingual, and multichannel environments
- Strong cross-functional collaboration experience with Legal, Policy, Trust & Safety, Public Relations, Product, or Operations teams
- Demonstrated experience leading process improvement or operational transformation projects
- Experience using data and performance indicators to identify issues, prioritize actions, and measure impact
- Experience in marketplace, e-commerce, or fast-growing technology companies is a strong plus
- Strong people leadership, coaching, and performance management skills
- Excellent judgment balancing customer needs, business objectives, and risk
- Strong analytical, problem-solving, and communication skills
- Ability to influence senior stakeholders across functions and geographies
- Structured, detail-oriented, comfortable in fast-paced environments
- Fluent in French with excellent English command; additional languages a plus
