Customer Service Resolution Specialist (Level 3)

About the role

The Customer Service Resolution Specialist handles complex, high‑value inquiries for Vestiaire Collective users via phone, messaging and email. Working on level‑3 cases, you will ensure a premium experience that reflects the luxury fashion DNA of the platform.

Key responsibilities

• Respond to and mediate level‑3 complaints, disputes and high‑value order issues.
• Analyse customer needs and provide personalized, end‑to‑end solutions.
• Maintain strong relationships by addressing questions quickly and professionally.
• Act as a brand ambassador, using clear written and oral communication with an empathetic tone.
• Collaborate with internal teams to meet customer requirements.
• Proactively share feedback with managers to drive continuous improvement.
• Contribute to increasing overall customer satisfaction.

Required profile

• Minimum 3 years of successful customer service experience.
• Strong empathy, solution‑oriented mindset and understanding of buyer & seller perspectives.
• Fluent written and spoken English; additional languages are a plus.
• Excellent interpersonal, teamwork and communication skills.
• Flexibility, resourcefulness and ability to adapt to activity peaks.
• Organisational rigor and a passion for fashion, luxury and circularity.

Required skills

What we offer

• A meaningful role contributing to sustainable fashion consumption.
• Opportunity to grow within a fast‑scaling, globally diverse company.
• Hybrid work arrangement: onsite in Brooklyn Monday‑Wednesday, remote Saturday‑Sunday.