Inhouse Customer Service Manager

Job description

Vestiaire Collective is the leading global platform for desirable pre-loved fashion and a pioneer in transforming how people consume fashion.
 
Our mission is simple: make circular fashion the norm, not the exception.
Through technology, expertise, and a highly engaged global community, we enable millions of people to buy and sell fashion in a more sustainable way.
 
Founded in Paris in 2009, Vestiaire Collective is now a globally scaled marketplace with offices in Paris, London, Berlin, New York, Singapore, and Ho Chi Minh City, and logistics hubs across Europe, Asia, and the US.
Today, we are a team of around 600 people from over 50 nationalities, united by a shared ambition: to drive meaningful change in the fashion industry.
 
Our values, Activism, Transparency, Dedication, Greatness, and Collective, shape how we build, collaborate, and grow every day.

Key responsibilities
1. Lead Level 3 operations and escalations

•
Lead Level 3 operations across Paris and New York remotely, ensuring complex and sensitive cases are resolved effectively.

•
Personally handle critical or high-impact cases and speak directly with customers when appropriate.

•
Own the escalation framework and oversee high-risk, reputational or executive cases.

•
Ensure fair and consistent decisions aligned with company policies.

•
Identify root causes and recurring issues to prevent future escalations.

•
Monitor performance, including resolution time, backlog, quality and customer satisfaction.

2. Improve processes and customer experience

•
Continuously improve the Level 3 operating model, processes and playbook.

•
Empower experts through clear decision-making principles and guidelines.

•
Turn customer insights into actionable improvements.

•
Lead cross-functional initiatives with Legal, Policy, Trust & Safety, Product, Operations and other teams.

•
Improve collaboration and escalation flows across Levels 1, 2 and 3.

3. Lead and develop the team

•
Build and maintain a high-performing international team of 8 members through effective workforce planning, recruitment, coaching and performance management.

•
Set clear objectives and maintain strong performance and quality standards.

•
Build team capabilities in investigation, decision-making and de-escalation.

•
Foster a culture of accountability, collaboration and customer focus.

•
Create opportunities for team members to develop and grow.

What success looks like
Within 6 to 12 months, you will have:

•
Established a clear and scalable Level 3 model.

•
Improved the speed, quality and consistency of case resolution.

•
Reduced recurring issues and avoidable escalations.

•
Strengthened cross-functional collaboration and performance reporting.

•
Developed an engaged, empowered and high-performing expert team.

About you
Experience

•
7+ years of experience in Customer Service, Customer Operations or a related environment, including at least 3 years of experience managing teams.

•
Proven experience leading escalations, complaints, expert support or Level 3 customer service function.

•
Experience managing teams in an international, multilingual and multichannel environment.

•
Strong experience working cross-functionally with teams such as Legal, Policy, Trust & Safety, Public Relations, Product or Operations.

•
Demonstrated experience leading process improvement or operational transformation projects.

•
Experience using data and performance indicators to identify issues, prioritise actions and measure impact.

•
Experience in a marketplace, e-commerce, or fast-growing technology company is a strong plus.

Skills and behaviours

•
Strong people leadership, coaching and performance management skills.

•
Excellent judgement, with the ability to balance 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 and comfortable operating in a fast-paced environment.

•
Fluent in French and excellent command of English. Additional languages are a plus.

What We Offer
Purpose-driven work at scale
Join a company reshaping the fashion industry towards circularity, you directly contributes to reducing waste and extending the life of luxury items.
High-impact scope & ownership
Work on products used globally, where your decisions have immediate, measurable impact on millions of users across 70+ countries.
A truly international environment
Collaborate with a diverse team of 50+ nationalities across Paris, London, Berlin, New York, Singapore, and Ho Chi Minh City.
Career acceleration in a fast-moving scale-up
Take ownership early, grow fast, and shape your path, as an expert or a future leader.
Learning & growth as a priority
Dedicated budget, continuous feedback culture, and opportunities to work on cutting-edge topics (AI, marketplace dynamics, scalability, etc.).
Flexible ways of worki

Prepare for the interview

Nothing collected for this employer yet. The Blind 75 is what technical screens draw from; practise it here, with a coach, in Java or Python.

More at Vestiaire Collective

• Director of Cloud Infrastructure & Security · Paris
• Juriste droit social / Employee Relation Apprentice 2026 · Paris
• Principal Product Manager · Ho Chi Minh City