Lisbon, Portugal · Hybrid
Farfetch is a leading global marketplace for the luxury fashion industry, connecting customers in over 190 countries with items from more than 50 countries and over 1,400 of the world’s best brands and charming boutiques…
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Lisbon, Portugal · On-site
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Lisbon, Portugal · Hybrid
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Lisbon, Portugal · Hybrid
$79k–$106k/yr
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Lisbon, Portugal · On-site
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Lisbon, Portugal · Hybrid
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Lead and coach a team of Customer Service Advisors to ensure exceptional service for customers and brand partners. Oversee daily operations, monitor KPIs, and act as the primary escalation point for complex issues.
Requires previous experience leading customer service teams, ideally within the luxury, fashion, or e-commerce sectors. Must be proficient in customer service systems and available to work a late shift from Saturday to Wednesday.
Farfetch is a leading global marketplace for the luxury fashion industry, connecting customers in over 190 countries with items from more than 50 countries and over 1,400 of the world’s best brands and charming boutiques from around the world. Farfetch opens a world of luxury for endless expressions of style, delivering a truly unique shopping experience and access to the most extensive selection of luxury on a global marketplace.
OPERATIONS
The Operations team serves as the backbone of our marketplace, seamlessly managing the entire order journey. From creating online content and ensuring secure payments to order fulfillment and delivery, while providing comprehensive customer and partner care, this team is relentlessly focused on improving the customer experience every single day.
LISBON
The FARFETCH office located within the Sítio co-working space network in Lisbon is designed to be a highly flexible and well-connected hub. This is centrally-located workspace close to major business areas, and a vibrant spot.
THE ROLE
As a Customer Service Supervisor, you will play a pivotal role in ensuring the consistent delivery of exceptional service to both our customers and brand partners across all communication channels. You will lead, coach and support a team of Customer Service Advisors, driving performance, service excellence and customer satisfaction. You will oversee day-to-day operations, monitor key performance indicators, identify process improvement opportunities and act as an escalation point for complex customer issues.
Please note that this role is for a fixed schedule from Saturday to Wednesday, 2pm to 11pm.
\nWHAT YOU'LL DOA World of Luxury for Endless Style
Farfetch is a leading global marketplace for the luxury fashion industry. The Farfetch Marketplace connects customers in over 190 countries and territories with items from more than 1,400 of the world’s best brands, boutiques, and department stores, delivering a truly unique shopping experience and access to the most extensive selection of luxury on a global marketplace. Farfetch’s leadership team is composed of Pankaj Srivastava (Chief Financial Officer), Stephen Eggleston (Chief Commercial Officer), Erik Rehn (Chief Operating & Technology Officer), and Sachin Kapur (Chief of Staff). Learn more about us: www.aboutfarfetch.com
Offices: The Bower, 4th Floor, Old Street, London, London EC1V 9NR, GB · Rua Bela Cintra, 1149 - 4º Andar, Consolação, São Paulo, São Paulo 01415-007, BR · Rua da Lionesa, nº446, Edifício G12, Porto, Porto 4465-671, PT · Avepark, Zona Industrial da Gandra, Barco, Guimarães, Guimarães 4805-015, PT · 30 West 21st Street, 6th Floor, New York City, New York 10010, US
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