Job Overview
Location
Lithuania
Job Type
Full-time
Category
Customer Success
Date Posted
April 3, 2026
Full Job Description
đź“‹ Description
- • As the Customer Experience Manager (Ecommerce) at Foxelli Group, you will lead the customer support function as a strategic driver of customer satisfaction, marketing intelligence, and revenue growth—transforming support interactions into actionable insights and sales opportunities while building a high-performing, customer-centric team.
- • You will lead and mentor the customer support team by setting clear standards for quality, speed, and care; training agents to resolve issues while identifying product recommendation opportunities; and fostering a culture where exceptional service and revenue generation are interconnected goals.
- • You will own and optimize key performance indicators including response time, customer satisfaction scores, and sales conversion rates, using data from customer conversations to drive continuous improvement across the support function and inform broader business decisions.
- • You will ensure consistent, brand-aligned communication across all customer touchpoints—email, chat, phone, and social media—protecting Foxelli’s voice while making every interaction feel human, helpful, and seamless.
- • You will analyze customer feedback, complaints, and behavioral patterns to generate structured insights for marketing and product teams, enabling data-driven improvements in campaigns, messaging, and product development.
- • You will collaborate with external AI providers to implement intelligent automation, leveraging AI assistants and smart workflows to reduce manual effort, improve response accuracy, and enhance reporting capabilities.
- • You will train and empower the support team to identify and act on sales opportunities during customer interactions, aligning support messaging with marketing campaigns to increase conversion and customer lifetime value.
- • You will work within a mission-driven, innovative company that values curiosity, experimentation, and meaningful work—where your leadership will directly impact how Foxelli understands and serves its growing base of millions of customers across its D2C brands.
- • You will develop expertise in turning customer service into a growth engine, mastering the intersection of support, data, AI, and commerce while building a scalable, insight-led support operation in a fully remote, flexible environment.
🎯 Requirements
- • Proven experience in e-commerce, preferably with direct-to-consumer (D2C) brands.
- • Minimum 2+ years of experience leading a customer support or sales team.
- • Strong analytical skills with comfort using KPIs, performance metrics, and data to drive decisions.
- • Ability to turn raw customer feedback into structured insights for marketing and product teams.
- • Experience or keen interest in leveraging AI tools, automation, and smart workflows to improve support efficiency and quality.
- • Excellent communication skills with a talent for maintaining brand voice across all customer interactions.
🏖️ Benefits
- • Complimentary gym memberships and company-sponsored outdoor adventures to support physical well-being.
- • Personal development budget for continuous professional and skill growth.
- • Generous paid time off, including parental leave and vacation days.
- • Home office setup budget to create a comfortable, personalized remote workspace.
- • Full schedule flexibility in a 100% remote role, supported by Hubstaff for transparent time tracking.
- • Strong company culture that celebrates individuality and fosters connection among a distributed team of passionate builders.
Skills & Technologies
Go
Remote
About Foxelli Group UAB
Lithuania-based e-commerce accelerator and consumer goods holding company. Operates a portfolio of outdoor, wellness and lifestyle brands sold primarily on Amazon and direct-to-consumer channels. Focuses on end-to-end product development, supply-chain management and digital marketing to scale niche consumer brands globally.
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