Head of Customer Support | DTC E-commerce | 100% Remote EU
At Foxelli, we’re building more than e-commerce brands - we’re building a tribe of thoughtful humans: AI enthusiasts, curious builders, and ambitious minds who care about doing meaningful work together. Ten years in, our D2C brands reach millions and generate over $20M annually. Our focus stays simple: create products customers love and a team that actually enjoys building them.
If you love to learn, experiment, think boldly, make decisions, and build things that matter - you’ll feel at home with us.
WHY JOIN FOXELLI?
Foxelli is a place for people who think deeply, learn quickly, automate repetitive work, enjoy spending time together, and build things that matter. We work hard, joke often, and don’t take ourselves too seriously.
If you’re excited about AI, eager to learn, and want to create work that genuinely means something with people who care, you’ll feel right at home with us - no matter where you are in your career.
THE ROLE
As the Head of Customer Support, you will lead our department 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. Train 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.
eCommerce Knowledge Required: You should be an analytical and detail-oriented eCommerce user, have owned or managed an eCommerce business, or ideally, have worked at an eCommerce company.
THE RECRUITMENT PROCESS
Apply - A simple form that helps us know who’s stepping into our world.
Ribbon AI Interview - Ribbon is a short, guided video step that helps us understand your thinking style in a calm, private space
Interview - A conversation with your manager to feel the work chemistry, get to know each other, and explore what we could build together
FIXED SERVICE FEE
€2,000 - €2,500 after taxes, depending on yourskills, competencies, and experience.
❕Please note that this role is based on a freelance agreement.
PERKS & BENEFITS
Complimentary gym memberships and company-sponsored outdoor adventures for your strength and to keep your physical well-being in check.
A personal development budget is at your disposal for your personal and professional growth to ensure you keep growing continuously.
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
❕This role is 100% remote
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, South Africa, and more.
Ready to lead Foxelli’s growth journey? Apply now!