About Company
Farfetch is the leading global platform for the luxury fashion industry. Founded in 2007 by José Neves with a vision to connect creators, curators, and consumers of luxury fashion worldwide, Farfetch has grown into a publicly traded company with over 6,000 employees globally, operating across 19 offices in 12 countries. We are at the forefront of redefining luxury retail through innovative technology, robust logistics, and an unparalleled network of over 1,400 of the world’s best brands, boutiques, and department stores. Our mission is to be the global platform for luxury fashion, fostering a vibrant ecosystem where creativity and commerce thrive. We champion an environment of continuous learning, collaboration, and diverse perspectives, believing these are key to driving innovation and achieving excellence. At Farfetch, you’ll be part of a pioneering team that is not just following trends but actively shaping the future of fashion and technology, empowering a global community of fashion lovers.
Job Description
We are looking for a dedicated and empathetic Community Support Specialist to join our dynamic team, operating with flexible hours to accommodate a better work-life balance while ensuring robust support for our global community. This remote position, based within Portugal, is fundamental to maintaining Farfetch’s high standards of customer satisfaction and engagement within the luxury fashion ecosystem. As a Community Support Specialist, you will serve as the primary point of contact for our discerning customers and valuable boutique partners, providing expert assistance, resolving inquiries, and cultivating a positive and engaging environment across all our platforms. Your daily tasks will involve handling a diverse range of support requests through various channels including email, chat, and phone, always striving for timely, effective, and elegant solutions. This role demands meticulous attention to detail, exceptional communication skills, and a genuine passion for delivering world-class service. You will play a crucial role in enhancing our customer journey, helping users navigate our platform, efficiently resolve any challenges, and feel truly valued. Your ability to work flexible hours will significantly contribute to our extended support coverage, thereby enhancing our global reach and ensuring superior service availability for our diverse clientele. Join Farfetch and become an integral part of a team that prioritizes innovation, customer-centricity, and a truly global perspective.
Key Responsibilities
- Deliver exceptional customer support and efficiently resolve problems across multiple communication channels (email, chat, phone) for both customers and boutique partners.
- Proactively address and resolve inquiries related to orders, detailed product information, shipping, returns, payment processing, and comprehensive platform functionality.
- Accurately identify and thoroughly troubleshoot technical issues, escalating more complex problems to the appropriate internal teams for advanced resolution.
- Maintain an in-depth and up-to-date understanding of all Farfetch products, services, and company policies to provide accurate and consistent assistance to all users.
- Actively engage with the Farfetch community to gather valuable feedback, identify emerging trends, and contribute to continuous improvement initiatives.
- Ensure all customer interactions and resolutions are meticulously documented in our CRM system.
- Collaborate effectively with various internal teams, including logistics, product development, and technology, to guarantee seamless service delivery.
- Contribute to the creation, review, and maintenance of comprehensive support knowledge base articles and frequently asked questions (FAQs).
- Work flexible hours, which may include some evenings and weekends, to provide optimal coverage and support to our diverse global community.
Required Skills
- Fluency in English (written and spoken) is mandatory; exceptional command of the language.
- Minimum of 2 years of experience in a customer service, community management, or a similar support-oriented role.
- Exceptional written and verbal communication skills, demonstrating a professional, clear, and empathetic tone.
- Proven proficiency in utilizing CRM software and various customer support tools.
- Strong analytical and problem-solving abilities, coupled with a proactive and solution-oriented approach to issue resolution.
- Demonstrated ability to work independently, prioritize tasks, and manage time effectively within a remote, flexible-hours environment.
- A deep-seated passion for customer satisfaction and a consistently user-centric mindset.
- High level of adaptability and comfort navigating rapid changes within a dynamic and fast-paced industry.
Preferred Qualifications
- Fluency in an additional language beyond English (e.g., Portuguese, French, Italian, Spanish, Mandarin) is a significant advantage.
- Direct experience within the luxury fashion, e-commerce, or technology sectors.
- Familiarity with Farfetch's unique platform, brand ecosystem, and target audience.
- A Bachelor's degree in a relevant field such as Communications, Business Administration, or Marketing.
- Prior experience working successfully in a remote or distributed team environment.
Perks & Benefits
- A competitive salary package complemented by performance-based bonuses.
- A comprehensive health and wellness benefits program designed to support your well-being.
- Generous employee discounts on a wide range of Farfetch products and brands.
- Truly flexible working hours to promote an optimal work-life balance.
- A remote work model, offering significant geographical flexibility within Portugal.
- Exceptional opportunities for professional growth and accelerated career development within a leading global, innovative company.
- Access to a vast array of learning and development resources to foster continuous skill enhancement.
- Engagement in a vibrant and inclusive company culture, featuring regular virtual team events and interactive engagement activities.
How to Apply
Ready to make your mark in the dynamic world of luxury fashion? If you are a compassionate communicator with a talent for problem-solving and a profound passion for customer success, we warmly encourage you to apply! Please click on the application link below to visit our dedicated careers page. Search for ‘Community Support Specialist’ or other relevant roles in Portugal and submit your detailed resume along with a compelling cover letter outlining your experience and explaining why you would be an exceptional fit for the Farfetch team.