Inhouse Customer Service Manager
Vestiaire Collective · Paris
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- Company
- Vestiaire Collective
- Location
- Paris
- Employment type
- Contract
- Posted
- September 2, 2026
About this job
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.…
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