Customer Service Agent Associate (US)

About Vestiaire Collective

Vestiaire Collective is a premier international online marketplace specializing in desirable pre-owned fashion. Established in 2009 and headquartered in Paris, we operate globally with offices in London, Berlin, New York, Singapore, Ho Chi Minh City, and warehouses in France, the UK, Hong Kong, and New York. Our diverse workforce of 600 employees from over 50 nationalities embodies our core values: Activism, Transparency, Dedication, Greatness, and Collectiveness. Our mission focuses on creating a sustainable future by empowering consumers to participate in the circular fashion movement.

Role Overview

The Customer Service Resolution Specialist primarily manages tier-3 complex inquiries including complaints, mediations, and high-value order issues via outbound telephone calls and outbound/inbound messaging and email. The role's primary goal is to enhance user satisfaction and loyalty while upholding the platform's luxurious fashion identity.

Work Schedule

This position operates from 9:00 AM to 6:00 PM, Saturday through Wednesday. Onsite presence in Brooklyn is required Monday through Wednesday, with Saturday and Sunday worked remotely. An initial comprehensive training phase of three weeks occurs Monday through Friday within the same hours.

Key Responsibilities

• Handling high-value, complex customer complaints and inquiries at level 3 to resolution.
• Thoroughly understanding customer requirements to deliver personalized and effective responses.
• Maintaining robust customer relationships by promptly addressing questions and concerns professionally.
• Acting as an ambassador of the Vestiaire Collective brand by communicating clearly with empathy and patience in both written and spoken forms.
• Collaborating closely with internal teams to align solutions with customer expectations.
• Providing proactive feedback to leadership regarding community challenges to support continuous improvement.
• Driving efforts to boost customer satisfaction consistently.

Candidate Profile

• Minimum of three years’ proven experience in customer service roles.
• Strong empathy and problem-solving skills with an understanding of buyer and seller perspectives.
• Fluency in written and spoken English is mandatory; additional language skills are an advantage.
• Excellent interpersonal communication and teamwork capabilities.
• Adaptable, resilient, and able to manage workload during activity peaks.
• Highly organized with attention to detail and rigor.
• A passion for fashion, luxury goods, and sustainable circularity, with prior fashion industry experience considered a plus.

Benefits

• A meaningful position that influences sustainable fashion consumption.
• Opportunity to contribute to a rapidly expanding French-born scale-up.
• Work within a culturally diverse global team encompassing over 50 nationalities.
• Two days allocated annually to volunteer for community or activist projects.
• Significant investment in professional development and continuous learning.
• Competitive salary and benefits package.

Additional Information

Vestiaire Collective is committed to equal employment opportunities for all candidates.

Important Notice: Vestiaire Collective contacts candidates solely via official company emails ending with @vestiairecollective.com or no-reply@hire.lever.co. The company does not utilize messaging platforms like WhatsApp or Telegram for recruitment and never requests payments or banking information from candidates. Suspicious communications should be reported to talentacquisition@vestiairecollective.com.

Data Privacy: Artificial intelligence tools may be employed to assist with recruitment tasks such as application review and response analysis. These tools supplement but do not replace human decision-making. For details on personal data processing within our hiring process, please inquire directly with us.