Premium Service Supervisor - FARFETCH

PT Porto
30 Jun 2022
21 Jul 2022
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.


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 fulfilment 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.


Our Porto office is located in Portugal's vibrant second city, known for its history and its creative yet cosy environment. You can have an informal meeting in the treehouse or play the piano during your lunch break!


Reporting to the Premium Service Manager you will manage a large (multi lingual, multi-tiered, multi-channel) team of Premium Service Advisors and will work with the Premium Service Supervisors/Leads and Premium Service Manager on operational strategy, business transformation and execution to promote and provide really service levels to worldwide luxury customers.


    • Identify main areas for improvement regarding the standards of service, current policies, operative model;
    • Partner with global management team to implement tailored policies, procedures, technical improvements and training programs;
    • Implement the global service strategy, ensuring Service level agreements and quality standards are achieved;
    • Provide leadership for the team by inspiring them with our service vision, setting clear goals, and motivating them to deliver the best level of service;
    • Lead the Premium Service Agents;
    • Be the final point of escalation for team for customer or IT related issues;
    • Manage customer and private client costs;
    • Work with other Premium Leads and Supervisors to ensure consistency of service (concerning customer experience & Premium performance);
    • Recruit Premium Service Agents, develop them to ensure knowledge and skill-set growth;


    • +1 years experience of a customer-oriented team leader;
    • Some technical background in tech projects;
    • Knowledgeable and experienced in e-commerce;
    • Acquainted with the luxury fashion and brands;
    • Manage a team from a performance and development perspective;
    • Exceed customer expectations;
    • Work across all levels within an organization with a collaborative approach;
    • Passionate for providing customer-oriented luxury service to both internal and external customers;


    • 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


    • 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.

You will have the responsibilities to ensure the highest levels or service delivered to both our consumers and partners and through every communication channel.${description2}

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