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. ### 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. ### 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.