Customer Service Supervisor

Farfetch (NYSE: FTCH)

  • Location
    • Porto
  • Date Posted
  • 19 Oct 2020
  • Function
  • Technical & Customer Support
  • Sector
  • Retail

Farfetch exists for the love of fashion. We believe in empowering individuality. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers.

We’re a diverse and global community made up of Farfetchers, our partners and our customers, which we believe is at the heart of our success. Everything we do is centred around our values - Be Human, Think Global, Be Revolutionary, Todos Juntos, Be Brilliant, Amaze Customers - which define our beliefs and our actions. We welcome difference and foster a consciously inclusive environment for everyone. We are Farfetch For All.


We’re passionate about operational excellence, acting with our customers always in our heart. From Content Creation, to Payments and Fraud, to Delivery and Customer Care Services, we’re creating seamless and luxury experiences for our customers all around the world.


Our Porto office is located in Portugal's vibrant second city, known for its history and its creative yet cosy environment. We welcome new ideas and a large number of our people. From Account Management to Technology and Product, whatever your skills are, you'll find your fit here. You can have an informal meeting in the treehouse or play the piano in your lunch break!

The role

This role has key responsibilities to ensure that the highest levels of customer service are delivered to both our consumers and partners at all times and via every communication channel, as well as overseeing the customer service team. Reporting to the Head of Customer Service, you will have the opportunity to gain excellent hands-on experience in a fast-paced fashion marketing environment, which will broaden as the team grows.

What you'll do

  • Oversee the customer service team daily work;
  • Train/coach team members where necessary;
  • Handle customer escalations;
  • Provide information regarding products/services and other related inquiries;
  • Be the face of Farfetch to our customers and partners alike.

Who you are

  • Experienced in customer service, preferably in a fashion retail environment;
  • Able to work under pressure in a fast-paced environment;
  • Able to confidently lead and organise a team;
  • Knowledgeable of fashion/fashion brands;
  • Proficient in using IT systems, both customer service specific and windows packages;
  • Excellent in verbal and written communication skills;
  • Able to exceed customer expectations;
  • Excellent in listening;
  • Hardworking and passionate;
  • Available to work on rotating shifts