Partner Support Assistant

FARFETCH

Partner Support Assistant managing operational support for active partners on Farfetch. Collaborating across teams to ensure smooth order journeys and enhance partner experiences.

Posted 6/16/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Act as the operational support contact for partners with active listings on Farfetch;
Provide support via email and messaging platforms, answering questions and requests and routing issues clearly and promptly;
Proactively monitor the order journey — from catalog activation through returns and post-sale processes;
Use tools such as STORM, Salesforce, Slack and Farfetch internal platforms to track and resolve cases;
Contribute to meeting the area’s operational KPIs (response SLA, dispatch rate, cancellations, etc.);
Work with internal teams (Tech, Logistics, Finance, Commercial, Customer Service, etc.) to align solutions and address deviations;
Support action plans during peak demand periods (e.g., seasonal campaigns, promotional restrictions, launches);
Collaborate on root cause analyses and performance reports — using Excel/Sheets, dashboards and tools like Looker;
Assist with partner offboarding or onboarding processes, monitoring schedules and critical workflows diligently;
Ensure clear documentation of processes and inputs in internal systems.

Requirements

What you’ll need

Makes decisions quickly and responsibly, assessing business and partner impact;
Highly organized with strong prioritization and time-management skills;
Excellent written communication and the ability to adapt to different stakeholders (from operations assistants to brand directors);
Works autonomously and with accountability, especially on urgent or critical matters;
Strong analytical mindset, able to identify patterns, root causes and improvement opportunities;
Comfortable navigating multiple systems and adapting to digital workflows;
Resilient, flexible and solution-oriented;
Previous experience in operations support, B2B customer service, post-sale or e-commerce operations;
Familiarity with Salesforce, STORM, Slack and CRM tools (preferred);
Proficiency in Excel / Google Sheets for data analysis and manipulation (preferred);
Prior experience supporting or onboarding partners/brands in the fashion/luxury sector is a plus;

Benefits

Comp & perks

Life insurance, health plan and dental plan
Gym access, meal allowance and transportation voucher
Childcare reimbursement
Special discounts on farfetch.com and brownsfashion.com

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analysisroot cause analysisperformance reportingorder managementprocess documentationworkflow monitoringKPI trackingpartner onboardingpartner offboardinge-commerce operations

Soft Skills

decision makingorganizational skillstime managementwritten communicationautonomyaccountabilityanalytical mindsetadaptabilityresiliencesolution orientation