Head of Customer Support (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.