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
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Lead Level 3 operations across Paris and New York remotely, ensuring complex and sensitive cases are resolved effectively.
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Personally handle critical or high-impact cases and speak directly with customers when appropriate.
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Own the escalation framework and oversee high-risk, reputational or executive cases.
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Ensure fair and consistent decisions aligned with company policies.
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Identify root causes and recurring issues to prevent future escalations.
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Monitor performance, including resolution time, backlog, quality and customer satisfaction.
2. Improve processes and customer experience
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Continuously improve the Level 3 operating model, processes and playbook.
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Empower experts through clear decision-making principles and guidelines.
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Turn customer insights into actionable improvements.
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Lead cross-functional initiatives with Legal, Policy, Trust & Safety, Product, Operations and other teams.
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Improve collaboration and escalation flows across Levels 1, 2 and 3.
3. Lead and develop the team
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Build and maintain a high-performing international team of 8 members through effective workforce planning, recruitment, coaching and performance management.
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Set clear objectives and maintain strong performance and quality standards.
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Build team capabilities in investigation, decision-making and de-escalation.
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Foster a culture of accountability, collaboration and customer focus.
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Create opportunities for team members to develop and grow.
What success looks like
Within 6 to 12 months, you will have:
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Established a clear and scalable Level 3 model.
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Improved the speed, quality and consistency of case resolution.
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Reduced recurring issues and avoidable escalations.
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Strengthened cross-functional collaboration and performance reporting.
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Developed an engaged, empowered and high-performing expert team.
About you
Experience
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7+ years of experience in Customer Service, Customer Operations or a related environment, including at least 3 years of experience managing teams.
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Proven experience leading escalations, complaints, expert support or Level 3 customer service function.
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Experience managing teams in an international, multilingual and multichannel environment.
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Strong experience working cross-functionally with teams such as Legal, Policy, Trust & Safety, Public Relations, Product or Operations.
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Demonstrated experience leading process improvement or operational transformation projects.
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Experience using data and performance indicators to identify issues, prioritise actions and measure impact.
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Experience in a marketplace, e-commerce, or fast-growing technology company is a strong plus.
Skills and behaviours
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Strong people leadership, coaching and performance management skills.
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Excellent judgement, with the ability to balance customer needs, business objectives and risk.
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Strong analytical, problem-solving and communication skills.
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Ability to influence senior stakeholders across functions and geographies.
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Structured, detail-oriented and comfortable operating in a fast-paced environment.
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Fluent in French and excellent command of English. Additional languages are a plus.