Inhouse Customer Service Manager

Location: Paris, hybrid model with typically 2 remote days per week

Company

hirify.global is a technology-driven fashion marketplace focused on sustainable buying and selling of fashion items.

What you will do

• Lead Level 3 customer service operations and expert escalation teams across Paris and New York.
• Handle critical, sensitive, high-risk, reputational, and executive customer cases when required.
• Own the escalation framework and ensure fair, consistent decisions aligned with company policies.
• Identify root causes, recurring issues, and customer insights to improve processes and prevent escalations.
• Lead cross-functional initiatives with Legal, Policy, Trust & Safety, Product, Operations, and other teams.
• Build and develop a high-performing international team of 8 through workforce planning, recruitment, coaching, and performance management.

Requirements

• 7+ years of experience in Customer Service, Customer Operations, or a related environment, including at least 3 years managing teams.
• Proven experience leading escalations, complaints, expert support, or a Level 3 customer service function.
• Experience managing teams in international, multilingual, and multichannel environments.
• Experience with process improvement or operational transformation and using performance data to measure impact.
• Strong people leadership, coaching, judgement, analytical, problem-solving, communication, and stakeholder management skills.
• Fluent French and excellent English required.

Nice to have

• Experience in a marketplace, e-commerce, or fast-growing technology company.
• Additional language skills.

Culture & Benefits

• Purpose-driven work supporting circularity and reducing waste in the fashion industry.
• Global product impact across more than 70 countries.
• International environment with colleagues from more than 50 nationalities.
• Learning budget, continuous feedback, and opportunities to work on AI, marketplace dynamics, and scalability.
• Bonus, health coverage, lunch vouchers, Gym-Pass, and additional location-dependent legal benefits.
• Two paid days per year to support a cause of personal choice.