Customer Support & Sales Agent ( Fiber Arts Specialist)| E-commerce | Remote

Foxelli Group UAB

Job Overview

Location

Lithuania

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the primary human touchpoint for crafting customers via phone, chat, and email, providing knowledgeable and empathetic support on quilting, crochet, and knitting techniques.
• Guide customers through complex pattern instructions, troubleshoot stitch-related issues, and recommend appropriate materials or products based on individual needs.
• Conduct structured phone interviews to assess customer goals and preferences, then tailor product recommendations that align with their crafting objectives.
• Drive thoughtful upsells by identifying natural opportunities to enhance customer experience—no aggressive sales tactics; focus on value and trust.
• Resolve customer complaints and technical issues with calmness, patience, and thorough follow-through to ensure complete satisfaction.
• Document customer feedback, identify recurring trends, and communicate insights to product and operations teams to inform service improvements.
• Maintain a consistent, brand-aligned tone across all communication channels that reflects Foxelli’s warm, thoughtful, and human-centered culture.
• Collaborate cross-functionally with marketing, product, and logistics teams to ensure seamless customer journeys from inquiry to post-purchase support.
• Work within a scheduled availability window of 6:00 PM – 2:00 AM USA time zone (9 hours total per day), including potential weekend shifts.
• Operate independently with high accountability, managing a steady daily volume of customer interactions while maintaining quality and responsiveness.
• Utilize reliable computer equipment and high-speed internet to deliver uninterrupted service across multiple communication platforms.
• Participate in a recruitment process that includes a Ribbon AI video interview, a real-world text-based problem-solving task, and a final interview with the hiring manager.
• Adhere to company policies and tools, including Hubstaff for time tracking and Revolut for payment processing.

🎯 Requirements

• Fluent or near-native spoken English with clear, professional, and warm communication skills
• Hands-on experience with quilting, crochet, and knitting, including ability to discuss patterns, stitches, and materials confidently
• Proven background in phone-based customer support and/or upselling
• Strong emotional intelligence, active listening, and ability to build trust quickly
• Reliable computer and high-speed internet connection
• Previous remote work experience is a plus

🏖️ Benefits

• Full flexibility with schedule in a fully remote setting, with Hubstaff ensuring transparency and fairness
• Complimentary gym memberships and company-sponsored outdoor adventures
• Personal development budget for professional and personal growth
• Generous paid time off, including parental leave and vacation days
• Budget for home office setup
• Strong company culture and connection with a network of unique, like-minded individuals

Skills & Technologies

Fiber

Remote

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Foxelli Group UAB

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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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