--- title: 'Inhouse Customer Service Manager at Vestiaire Collective' canonical: 'https://feeny.ai/job/inhouse-customer-service-manager-vestiaire-collective-paris-yjfed84ek9cb' type: 'job' last_seen: '2026-09-15' --- # Inhouse Customer Service Manager at Vestiaire Collective - **Company:** Vestiaire Collective - **Location:** Paris, France - **Employment:** contract - **Work type:** hybrid - **Posted:** 2026-09-02 - **Last confirmed live:** 2026-09-15 - **Apply:** https://jobs.lever.co/vestiairecollective/95f4825a-2743-41ee-9072-4e39a0ce94d1 ## 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. 1. 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. 1. 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 working Hybrid model (typically 2 days remote per week), with trust and autonomy at the core of how we operate. Give back through action 2 paid days per year to support a cause of your choice and actively contribute to positive impact beyond your day-to-day role. Competitive compensation & benefits Including bonus, health coverage, lunch vouchers, Gym-Pass, and additional legal perks depending on your location. Research shows that candidates from underrepresented backgrounds including women, people with disabilities, and other marginalized communities, are less likely to apply unless they meet 100% of the criteria. At Vestiaire Collective, we believe diversity drives better decisions, stronger products, and more meaningful impact. If this role excites you but your experience doesn’t align perfectly, we still encourage you to apply, your perspective could be exactly what we’re looking for. Vestiaire Collective is proud to be an equal opportunity employer. PS: We take candidate experience seriously, and your safety too ! Vestiaire Collective will only contact you through official email addresses ending in @vestiairecollective.com or no-reply@hire.lever.co. We will never: Contact you via WhatsApp, Telegram, or similar platforms Ask for payment or banking information at any stage of the process If you receive a suspicious message, please report it to: talentacquisition@vestiairecollective.com ## About Vestiaire Collective ## Company Overview - **One-liner**: Vestiaire Collective is a global peer-to-peer marketplace for pre-owned luxury fashion, driving the circular fashion movement through expert authentication, community, and sustainability initiatives. - **Entity Type**: Private (total funding $742.3M across 10 rounds) - **Headquarters**: Paris, France (with offices in New York, London, Berlin, Singapore, Ho Chi Minh City, and Lisbon) - **Founded**: 2009 - **Founders**: Sébastien Fabre, Christian Jorge, Fanny Moizant, Sophie Hersan, Henrique Fernandes, Alexandre Cognard ## Core Business - **Primary industry**: Luxury fashion resale / second-hand marketplace - **Target customers**: B2C (buyers and sellers of pre-owned luxury fashion), B2B (brands via Resale as a Service), and C2C (peer-to-peer marketplace) - **Mission statement**: “Transform the fashion industry for a more sustainable future by empowering our community to shop more consciously.” Guided by “Think First, Buy Second.” ## Products & Services - **Marketplace (C2C)**: A platform where individuals buy and sell pre-owned luxury clothing, footwear, accessories, and jewelry. Over 5 million items listed, with 30,000+ new items added daily. - **Direct Shipping**: Sellers ship items directly to buyers after digital verification; 66% of orders are completed this way. - **Authentication Services**: Items are reviewed by a dedicated Digital Verification team or sent to one of four authentication centres (France, UK, US, Hong Kong) for expert verification. - **Consignment**: A service for sellers who prefer Vestiaire Collective to handle the listing and shipping process. - **Resale as a Service (RaaS)**: A B2B offering that partners with brands to integrate circular shopping experiences, enabling brands to offer resale to their customers. ## Market Standing - **Valuation / Market Cap**: Not publicly disclosed (conflicting reports may exist; latest funding round not specified) - **Key Metric**: Annual revenue of EUR12.4M (LinkedIn estimate) vs. run rate GMV of approximately €1 billion (2024, per company’s DNFP report) - **Total Funding**: $742.3M raised across 10 rounds (source: LinkedIn) - **Notable Investors / Partners**: Not explicitly listed in provided materials; company is backed by a series of funding rounds and has brand partnerships for RaaS - **Growth Signals**: - Acquired US competitor Tradesy in April 2022, accelerating international expansion - Operates in 70+ countries; 684 permanent employees as of December 2024 (+76% from prior year? Actually headcount changed from 506 to 684 per LinkedIn, but that is a 35% increase) - 900,000 buyers, 2.5 million orders placed in 2024 - Certified B Corporation® - Ban on 60+ fast fashion brands (2022) and viral anti-overconsumption campaigns ## Competitive Advantages - **Expert Authentication**: Over 15 years of expertise in luxury authentication, with both digital and physical verification processes that build trust. - **Large, Curated Inventory**: 5 million+ items across 6,000+ luxury brands, with 30,000 new listings daily. - **Strong Community & Brand**: 50+ nationalities among employees, 80% of employees feel empowered to be themselves, and a global community of fashion activists. - **Sustainability Leadership**: First fashion resale platform to ban ultra-fast fashion; B Corp certified; reported 90% reduction in environmental cost per item vs. new. - **Asset-Light Model**: Highly scalable platform with direct shipping reducing warehouse costs, while still offering authentication on 34% of orders. ## Strategic Focus - **Circular Fashion Advocacy**: Continuing to push for tighter regulations on clothing producers, banning fast fashion, and raising awareness about textile waste. - **Resale as a Service (RaaS)**: Expanding partnerships with brands to offer circular shopping experiences, integrating with linear model brands. - **International Expansion**: Already in 70+ countries, with four authentication centres and offices in key markets (US, UK, Germany, Singapore, Vietnam). - **Technology & Trust**: Investing in machine learning, digital verification, and a scalable platform to improve the consumer experience. ## Why Work Here - **Culture & Values**: 50+ nationalities, inclusive environment (80% feel empowered to be themselves), and a strong focus on sustainability and impact. 76% of permanent employees are proud to work at Vestiaire Collective. - **Hybrid Work Policy**: Global hybrid working with the option to work from home two days per week for all office-based employees. - **Perks & Benefits**: - Free shares granted to all employees - Green commuting policy (up to €500/year for bike purchase/repair, shared mobility) - 16 company-sponsored nursery places for Paris-based parents - Partnership with Gymlib for sports and wellness (France) - Minimum 20 days paid time off for all permanent employees - **Career Development**: Opportunities for internal mobility, career development, and professional transitions. The company has a dedicated tech blog (Vestiaire Connected) and a career website (careers.vestiairecollective.com) launched in early 2025. - **Recruitment Experience**: Automated application acknowledgements, feedback surveys, and rejection emails to ensure a positive candidate experience. ## Sources 1. [jobs.lever.co](https://jobs.lever.co/vestiairecollective) 2. [linkedin.com](https://linkedin.com/company/vestiaireco) 3. [us.vestiairecollective.com](https://us.vestiairecollective.com/journal/join-the-team/) 4. [assets.vestiairecollective.com/documents/sustainability/2025_08-dnfp-report-en.pdf](https://assets.vestiairecollective.com/documents/sustainability/2025_08-dnfp-report-en.pdf) 5. [assets.vestiairecollective.com/documents/IMPACT-REPORT-2026.pdf](https://assets.vestiairecollective.com/documents/IMPACT-REPORT-2026.pdf) ## Other roles at Vestiaire Collective - [Director of Cloud Infrastructure & Security](https://feeny.ai/job/director-of-cloud-infrastructure-security-vestiaire-collective-paris-3a1yjtr6qxje) — Paris, France - [Juriste droit social / Employee Relation Apprentice 2026](https://feeny.ai/job/juriste-droit-social-employee-relation-apprentice-2026-vestiaire-collective-0y3c6vtt9ydz) — Paris, France - [Principal Product Manager](https://feeny.ai/job/principal-product-manager-vestiaire-collective-ho-chi-minh-city-f86620mtdd61) — Ho Chi Minh City, Vietnam - [FP&A Manager](https://feeny.ai/job/fp-a-manager-vestiaire-collective-paris-ffzj7394vsq3) — Paris, France - [Content Strategist & Copy Manager (English)](https://feeny.ai/job/content-strategist-copy-manager-english-vestiaire-collective-paris-yas8vdc0h4rx) — Paris, France - [Senior/Staff Machine Learning Engineer](https://feeny.ai/job/senior-staff-machine-learning-engineer-vestiaire-collective-berlin-nffbrygcrgqs) — Berlin, Germany - [Senior/Staff Machine Learning Engineer](https://feeny.ai/job/senior-staff-machine-learning-engineer-vestiaire-collective-paris-05ejbme7b63g) — Paris, France - [VIP Operations Team Leader](https://feeny.ai/job/vip-operations-team-leader-vestiaire-collective-crawley-3hqj4q3171r6) — Crawley, United Kingdom