Customer Service Supervisor (English)

About the role

FARFETCH is seeking an experienced Customer Service Supervisor to ensure the highest level of service for both consumers and partners across all communication channels. You will lead a dedicated team, act as the voice of the customer, and drive continuous improvement in service standards.

Key responsibilities

• Oversee daily operations of the customer service team to meet operational targets.
• Train, coach, and develop team members.
• Handle customer escalations and ensure timely resolution.
• Identify areas for service improvement and propose initiatives.
• Lead implementation of improvement projects and monitor success.
• Represent FARFETCH to partners and convey customer feedback.

Required profile

• Proven experience in customer service, preferably within fashion retail.
• Ability to work under pressure in a fast‑paced environment.
• Strong leadership and organizational skills.
• Critical thinking and analytical abilities.
• Good knowledge of fashion brands and the luxury sector.
• Excellent verbal and written communication in English.
• Willingness to work rotating shifts if required.

Required skills

• Proficiency with IT systems specific to customer service.
• Competence in using Windows packages (e.g., Microsoft Office).