Customer Operations Technician

About the role

Farfetch is seeking a Customer Operations Technician to join its Operations team in Porto. You will be the key point of contact for handling refunds, returns, compensation and delivery issues, ensuring a seamless experience for customers and partners across the luxury fashion marketplace.

Key responsibilities

• Manage back‑office case handling for refunds, returns and compensation, following company processes.
• Coordinate with couriers and internal departments to resolve delivery problems.
• Provide high‑quality support to internal teams across multiple communication channels.
• Own case resolution with professionalism, emotional intelligence and a focus on retention.
• Identify and promote localisation initiatives and advocate team needs with other departments.
• Support personal development and contribute to a positive team environment.

Required profile

• Customer‑oriented mindset with a problem‑solving attitude.
• Ability to work under pressure and meet deadlines.
• Fluent in English (written and spoken); additional language is a plus.
• Comfortable in multicultural settings.

Required skills

• Proficiency in Microsoft Excel, including complex spreadsheet management.

What we offer

• Health insurance for the whole family.
• Flexible working environment and well‑being support.
• Extra days off, sabbatical program and community volunteering days.
• Training opportunities with free Udemy access.
• Flexible benefits program and Farfetch equity plan.