Customer Support Sales Agent E-commerce Remote

📋 Description

• • Be the human heartbeat of Foxelli’s multi-million-dollar D2C empire. Every chat, call, and email you answer is a chance to turn a stranger into a lifelong fan of our outdoor, wellness, and lifestyle brands. You are not a ticket-closer—you are a relationship-builder.
• • Own the entire customer journey from first “hello” to post-purchase glow. You’ll greet shoppers on live chat, guide them through product discovery on the phone, and follow up with thoughtful email check-ins that feel like notes from a friend.
• • Master the art of consultative selling without the sleaze. After a warm, diagnostic phone interview, you’ll recommend the perfect product, explain features in plain language, and surface bundles or upgrades that genuinely improve the customer’s experience—boosting AOV while keeping trust sky-high.
• • Turn problems into loyalty. When a shipment is delayed or a product underwhelms, you’ll listen first, apologize fast, and fix it completely. Your calm voice and creative solutions transform complaints into 5-star reviews and social-media shout-outs.
• • Feed the growth engine. You’ll tag recurring issues, flag confusing web copy, and share voice-of-customer insights with marketing, product, and logistics teams so we can iterate faster and smarter.
• • Champion our remote culture. Whether you’re dialing in from Manila at 2 AM GMT+2 or jumping on a weekend shift, you’ll bring energy, humor, and clarity to every interaction—proving that distance is no barrier to world-class service.
• • Collaborate across time zones. You’ll sync daily with teammates in Europe, North America, and Asia via Slack threads, Notion docs, and quick Zoom huddles to ensure every customer feels like they’re talking to one united Foxelli family.
• • Level up continuously. We’ll give you a personal development budget to take copywriting courses, AI support tools training, or whatever sharpens your edge—and you’ll share learnings in monthly “lunch & learn” sessions.
• • Protect the brand voice. Whether you’re writing a 140-character tweet reply or a 400-word email, your tone stays warm, witty, and unmistakably Foxelli—like a seasoned trail guide who happens to love em dashes and Oxford commas.
• • Celebrate wins loudly. When you hit 95 % CSAT for the quarter or upsell a record month, the entire tribe hears about it on Slack, and your favorite playlist gets blasted during the next virtual happy hour.