Empresa:

MIISTA

Descrição da Função

Miista is a creative-first and customer-experience-led fashion brand, and we are seeking a proactive and customer-focused Customer Service Supervisor to lead our support team and help shape an exceptional e-commerce experience for our global customer base. This role is based in our ESCAPAES office and requires strong leadership, excellent communication skills, and a passion for delivering premium customer service.

About the Role

You will be responsible for overseeing daily customer service operations, ensuring efficient and empathetic communication across all digital channels, reviewing the team's operational performance, coordinating with our warehouse and logistics teams to resolve order and delivery issues and overall quality of service - supporting our e-commerce clients. This is a key role that blends team management, customer journey optimisation, and operational problem-solving. You will also act as a key contact for high-profile and loyal clients, helping us build lasting customer relationships.

Key Responsibilities

Customer Service Team Leadership:

• Lead and develop a team of customer service agents, ensuring they provide exceptional support through various channels (email, phone, social media). Implement training programs to enhance customer interaction and drive conversion.

• Oversee and ensure high-quality responses to customer inquiries, managing and resolving issues effectively and efficiently across all digital touchpoints.

• Coordinate the reporting needs for the customer service team, ensuring performance is aligned with business objectives. Provide weekly and monthly reports on customer satisfaction and operational metrics.

• Ensure that customer service is aligned with brand values, maintaining a premium shopping experience that reflects the tone and quality of the Miista brand.

• Work alongside the Customer Experience and Training Manager to design and execute strategies to build strong customer relationships, ensuring satisfaction throughout the e-commerce journey, pre- and post-purchase.

Operational Oversight

• Coordinate the department's reporting needs and monitor key metrics, including response times, customer satisfaction, first-contact resolution rates, and sales conversion rates.
• Drive customer service improvements based on analysis of performance data and customer feedback.
• Ensure all enquiries are addressed efficiently, accurately, and in a timely manner.
• Keep organised and up-to-date with customer interactions and any escalated cases.

Cross-Functional Collaboration

• Work closely with E-commerce, Logistics, and Retail teams to resolve issues and create a seamless customer journey.
• Coordinate online customer service strategy with in-store experience, ensuring brand consistency across digital and physical channels.
• Support communication with warehouse teams for order fulfilment and issue resolution (returns, delays, factory relationship, etc.).

Candidate Profile

Required Experience

• 2-3 years in a senior customer service or client relations role in fashion, ideally with a mix of e-commerce & warehouse operations, a premium retail environment is a bonus.
• Proven ability to manage and develop customer service teams in a fast-paced, digital-first environment.
• Prior physical retail experience is essential

Skills and Qualifications

• Excellent verbal and written communication skills in English and Portuguese.
• Strong leadership abilities with experience in training, coaching, and managing teams.
• High attention to detail with a structured and strategic approach to operations.
• A proactive and creative mindset with strong problem-solving abilities.
• Ability to work both collaboratively and independently in a hybrid or fast-evolving work environment.
• Strong client development and relationship-building skills.
• Proficiency in Microsoft Office (especially Excel), and experience with customer service tools or ticketing systems (e.g., Zendesk, Gorgias).
• Comfortable using cloud-based collaboration tools.

What We Offer

• A central role in a growing international fashion brand with creative and customer-centric values.
• Full-time, permanent position based at our Escapaes office in Portugal.
• The opportunity to shape and grow the customer service department and influence global customer experience strategy.
• A collaborative, dynamic team culture and room for professional growth.
• Competitive salary based on experience and skills.

Our Position: The Opposite Thing

Designed in London - Made in Spain - EU Sourced and Produced

Miista upends the exclusionary practices of the fashion industry to show how we're actually living now. Over the last ten years we are proud to have built a brand that through craft, our community, the risks we've taken and a sometimes

bizarre willingness to laugh at ourselves, has made an elegant commitment to the alternative. A dedication to the opposite thing.

What does that mean? That we're happy to sacrifice profit and to subvert problematic fashion trends for women to create a product that has personality in addition to aesthetic value. A product that knows women don't really shop using the search words 'pretty' now. If we were your friend, Miista would be the odd one at school who grew up and got an attitude and a sense of confidence. You know when it's a Miista.

Observações

Porto (Portugal)