Customer Service Agent Associate; EN​/FR

Position: Customer Service Agent Associate (EN/FR)
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 ️

The Customer Service Resolution Specialist deals with complex level 3 requests via outbound phone and inbound/outbound messaging channels from Vestiaire Collective users (questions, complaints, mediations). Their objective is to ensure the best possible user experience with Vestiaire Collective, respecting the Luxury Fashion DNA of the brand, with the aim of satisfaction and loyalty.

The schedule for this position is 10am - 6pm, Monday - Friday.

It is expected to be onsite in Paris 3 days per week and remote 2 days.

What you will do

* Answer and mediate level 3 complex/high added value complaints from customers and prospects of Vestiaire Collective in both French and English.

* Analyze & understand customer needs and expectations, and provide relevant and personalized answers until complete resolution.

* Maintaining solid customer relationships by handling their questions and concerns with speed and professionalism.

* Be a Vestiaire Collective ambassador by demonstrating perfect written and oral expression, an appropriate tone, and an empathetic and patient attitude.

* Liaise and collaborate with internal stakeholders to comply with customers' needs.

* Communicates proactively with team & managers about issues faced by our community to ensure continuous improvement.

* Main aim being increase of customer satisfaction

Who you are

* At least 3 years of successful experience in Customer Service

* Passionate about the world of fashion, luxury, and circularity, you understand customer expectations.

* Experience working in fashion is a plus.

* Strong customer empathy, solution-oriented, and an understanding of the Buyer & Seller mindset

* Perfect command of written and spoken English - French (both with a native speaking and writing).

* Additional languages are a plus.

* Excellent interpersonal skills, a sense of service and teamwork.

* Flexibility, resourcefulness, reactivity and an ability to adapt your work to peaks in activity.

* Rigor and organizational skills.

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…