Customer Service Supervisor (Late Shift)

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.

WHAT YOU'LL DO

• Oversee the customer service team daily work towards operational targets;
• Train/coach and develop team members;
• Handle customer escalations;
• Provide information regarding products/services and other related inquiries;
• Be the face of Farfetch to our customers and partners alike;
• Be the voice of the customer to Farfetch internal teams.

WHO YOU ARE

• Experienced in customer service, ideally within fashion, retail, luxury or e-commerce;
• Previous experience leading, coaching or supporting a customer service team;
• Able to organise workloads, manage priorities and support daily team operations;
• A confident problem-solver with the ability to handle customer escalations and resolve issues effectively;
• Analytical, with the ability to use data and reports to identify trends and improve performance;
• Proficient in customer service systems and Microsoft Office applications;
• A strong communicator who works well with colleagues and stakeholders;
• Fluent in English, with excellent written and verbal communication skills;
• Available to work late shift.