Head of Customer Support – DTC E-commerce

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

• DISC Assessment (10 min)A brief assessment to understand your working style and team dynamics. Aligned with the OCEAN (Big Five) framework to support well-rounded collaboration.
• Introductory Call with Talent Acquisition (30–45 min)An opportunity to learn more about each other, discuss your background, the role, and our company culture.
• Final Interview (45 min)A conversation with the Hiring Manager and HR to explore your expertise, alignment with the role’s vision, and answer any questions you may have.
• Meeting with CPO (30 min)A focused discussion on our cultural values, organizational structure, and long-term vision. A chance to align on expectations and get a deeper sense of how we work as a team.
• Reference CheckConducted as a final step to confirm previous experience and ensure a strong mutual fit.
• Decision & FeedbackWe’ll provide timely and transparent feedback, regardless of the outcome.

FIXED SERVICE FEE

€2,000 – €2,700 after taxes, depending on your skills, 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, and South Africa.

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

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