Head of Customer Support | E-Commerce D2C | 100% Remote EU

At Foxelli Group, we're not just leading the digital marketplace - we're redefining it. With 10 years of experience and a portfolio of thriving direct-to-consumer (D2C) brands generating over $20 million USD annually, we’re pushing boundaries to achieve our next growth milestone. 

That’s why we’re on the hunt for a Head of Customer Support who’s ready to make a real impact. 

❕This role is 100% remote and you will join a team that already works from 20 different world countries.

THE ROLE

As the Head of Customer Support, you will lead our team in delivering outstanding experiences and contributing to sales growth. At Foxelli Group, every day is a chance to break boundaries, hit goals, and shape an experience that sets us apart. You’ll have the opportunity to transform customer interactions, build a feedback-driven system, and create a lasting impact.

RESPONSIBILITIES

• Lead & Inspire: Motivate and mentor your team to hit ambitious targets and maintain high standards. Uptrain and manage the customer support department to a team that not only cares for our customers but also sells our products.
• KPI-Driven Performance: Set, track, and exceed key metrics like response time, customer satisfaction, and sales conversion. Every interaction is an opportunity to achieve more.
• Customer Experience Advocate: Ensure seamless, consistent communication across all channels while maintaining our brand voice.
• Feedback to Action: Build a system that captures customer feedback and translates it into actionable insights for our marketing team, ensuring that we stay aligned with customer needs and market trends.
• Tech-Savvy Problem Solver: Master tools like Gorgias, Yuma, and social media platforms to streamline support processes and engage effectively. Constantly seek process improvements to elevate the customer journey.

SKILLS & EXPERIENCE

• 2+ Years of Leadership Experience: Proven track record of leading and motivating support or sales teams to success.
• Goal-Oriented & KPI-Focused: Strong skills in setting, managing, and achieving targets that drive both customer satisfaction and sales.
• Proactive Problem-Solver: Ability to identify potential issues and quickly develop effective solutions, always staying a step ahead.
• Communication & Engagement Expert: Mastery in maintaining brand voice and driving customer interactions that align with our values and business goals.
• Sales experience is highly appreciated.

THE RECRUITMENT PROCESS

• 10 min online DISC assessment to identify your behavioral style since we strongly believe in the power of diverse teams.
• 15-30 min intro e-meet with Foxelli Group Talent Acquisition team to discuss company, role, and expectations.
• 60 min e-meet with the Hiring Manager and Foxelli Group CPO to discuss: the vision of the role, your competencies, and technical skills. Have a both-sided Q&A session.
• Decision & Feedback from us.

SALARY

€2,000 - €2,700 after taxes, depending on your skills, competencies, and experience, with the potential for quarterly performance-based bonuses tied to KPIs.

❕Please note that this role requires a self-employment certificate.

PERKS & BENEFITS

• Complimentary gym memberships and company-sponsored outdoor adventures for your strength and keeping your physical well-being in check.
• A personal development budget is at your disposal for your personal and professional growth to ensure you keep continuously growing.
• Generous paid time off, including parental leave and vacation days, to recharge and rejuvenate and ensure you’re well-rested.
• A budget for your home office setup so you’re comfortable working how you like and where you like.
• Strong company culture and a network of unique individuals that celebrates you.
• Full flexibility with your schedule in a fully remote setting for your control of a working day, powered by Hubstaff for transparency and fairness.

ELIGIBILITY & LOCATION REQUIREMENTS

At Foxelli Group, our team operates primarily in the Eastern European Time Zone (EET), which is UTC+2 and UTC+3. We also use Revolut for payments, so we are open to hiring candidates in countries where Revolut payments are supported.

Currently, we are hiring in Albania, Bosnia and Herzegovina, Croatia, Czech Republic, Estonia, Greece, Georgia, Kosovo, Latvia, Lithuania, Moldova, Montenegro, North Macedonia, Poland, Portugal, Romania, Slovakia, Malta, Slovenia, Serbia, Cyprus, Bulgaria, Hungary, Netherlands, the United Kingdom, and South Africa.

Ready to lead Foxelli’s growth journey? Apply now!