Global Head of Level 3 Customer Service

Vestiaire Collective; Paris; Hybride; EUR 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

International team environment

Learning budget and career growth

Bonus and health coverage

Résumé du poste

Vestiaire Collective is seeking a Head of Level 3 Customer Service to lead expert and escalation teams in Paris and New York. You will resolve complex customer cases, derive root-cause insights, and drive cross-functional improvements to the customer experience.

You will report to the VP of Customer Service and play a hands-on leadership role, developing an international team of eight and strengthening the Level 3 operating model with strong judgment, empathy, and collaboration.

Qualifications

• 7+ years in Customer Service, Operations or related field.
• 3+ years of people management in an international, multilingual environment.
• Experience handling escalations, expert support or Level 3 service.

Responsabilités

• Lead Level 3 operations and escalations across Paris and New York, remotely.
• Improve Level 3 processes, playbooks and cross-functional collaboration.
• Build a high-performing international team through recruitment, coaching and performance management.

Connaissances

People leadership

Coaching & performance management

Cross-functional collaboration

English fluency

French fluency

Analytical thinking

Description du poste

Vestiaire Collective is seeking a Head of Level 3 Customer Service to lead expert and escalation teams in Paris and New York. You will resolve complex customer cases, derive root-cause insights, and drive cross-functional improvements to the customer experience.

You will report to the VP of Customer Service and play a hands-on leadership role, developing an international team of eight and strengthening the Level 3 operating model with strong judgment, empathy, and collaboration.