Head of Customer Support (100% Remote)

At Foxelli Group, we're not just another e-commerce company. We're a force of innovation and creativity, driving multiple globally recognized brands that generate $20 million in annual revenue. Our business model is direct-to-consumer (D2C). For 10 years, we've been at the forefront of the digital world, and we're just getting started. Our hunger for excellence pushes us beyond the ordinary, making the impossible happen every day.

About the Role

We’re looking for a Head of Customer Support who 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.

Key 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.

What You Bring

• 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

What’s in it for you:

I am in control: discover the true meaning of total flexibility in a 100% remote company where you have the freedom to set your own work schedule. We use Hubstaff to seamlessly track hours, ensuring transparency and fairness for everyone on the team.

I am making a difference: we're not the kind of company where you come in and remain a small, invisible part of the system. Your decisions can have a significant impact on the experiences of hundreds of thousands of our customers.

I am constantly growing: upgrade your skills by accessing learning budgets and resources, and engaging with experts from different fields in our collaborative, flat structure.

I am strong: to us, a healthy body really equals a healthy mind. That's why we take care of your fitness needs, whether it's covering your yoga classes, gym membership, rock climbing, or any other workouts you enjoy.

I am authentic: we don’t subscribe to old-fashioned corporate etiquette. Be part of a relaxed work environment where talent, commitment, and ownership are the primary requirements for success.

I am well-rested: take a much-needed break with flexible time off, generous parental leave, and a paid vacation system that increases based on your company years. Plus, enjoy the national holidays specific to your country.

I leverage AI: Utilize cutting-edge AI tools and technologies to enhance your work and drive impactful results

Salary: 2000-2700 net + taxes 

Please note that this role requires a self-employment certificate.
Ready to make a difference? If you're a motivated and results-oriented individual who thrives in a dynamic environment, we'd love to hear from you!