FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers.

We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.

OPERATIONS

We're passionate about operational excellence, acting with our customers and partners always in our heart. Covering the entire order journey, we create our online content, secure payments and fraud process compliance, ensure order fulfillment and delivery, while providing customer and partner care. In a nutshell, we love to create seamless and memorable luxury experiences for our customers all around the world.

PORTO

Our Porto office is located in Portugal's vibrant second city, known for its history and its creative yet cosy environment. 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:

Reporting to the Customer Service Manager, you will be responsible for a team of German Customer Service Supervisors and Advisors and will work together with them on strategy to promote the highest level of service excellence and exceed the customers expectations.

WHO YOU ARE

• 2 or more years of experience in team management preferably in a customer service environment;
• Knowledgeable and experienced in e-commerce environments;
• Acquainted with luxury fashion and brands (a plus);
• You have Leadership and communication skills and are a positive motivator.
• Data driven problem solver with time and task management skills
• Able to manage a team from a performance and development perspective;
• Able to delegate and set clear goals and deadlines;
• Able to work across all levels within an organization with collaborative approach;
• Passionate for service excellence with a customer centric mindset;
• Knowledgeable about the German market and customer;
• German native or fluent speaker
• Fluent in English

REWARDS & BENEFITS

• Health insurance for the whole family, flexible working environment and well-being support and tools
• Extra days off, sabbatical program and days for you to give back for the community
• Training opportunities and free access to Udemy
• Flexible benefits program
• FARFETCH Equity plan

EQUAL OPPORTUNITIES STATEMENT

FARFETCH is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities.