Inhouse Customer Service Manager

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.

About the role

As Head of Level 3 Customer Service, you will lead Vestiaire Collective’s expert and escalation teams in Paris and New York.

Your teams will resolve our most complex and sensitive customer cases, ensuring fair, efficient and consistent outcomes. You will also use customer insights to address root causes and prevent recurring issues.

Reporting to the VP Customer Service, you will strengthen our Level 3 operating model, improve performance and develop a high-performing international team. This is a hands-on leadership role requiring strong people management, sound judgement, customer empathy and effective cross-functional collaboration.