Head of Customer Support | DTC E-commerce | 100% Remote EU

📋 Description

• • As the Head of Customer Support at Foxelli Group UAB, you will be instrumental in shaping and leading a world-class customer support department that not only resolves issues but actively contributes to sales growth and customer loyalty within our thriving DTC e-commerce ecosystem.
• • This is a pivotal leadership role where you will be empowered to transform customer interactions, build a robust feedback-driven system, and create a lasting, positive impact on our brand perception and revenue.
• • You will be responsible for motivating, mentoring, and managing a team of customer support professionals, fostering an environment of high performance, continuous learning, and exceptional customer care.
• • Your leadership will be crucial in ensuring the team not only meets but exceeds ambitious targets, maintaining the highest standards of service quality and brand representation across all customer touchpoints.
• • A core aspect of your role will involve setting, meticulously tracking, and driving the achievement of key performance indicators (KPIs), including but not limited to, customer satisfaction scores (CSAT), first response time (FRT), average handling time (AHT), and crucially, sales conversion rates originating from support interactions.
• • You will act as the primary advocate for the customer experience, ensuring that all communication across various channels – including email, chat, social media, and phone – is seamless, consistent, and perfectly aligned with Foxelli's unique brand voice and values.
• • A significant part of your contribution will be to develop and implement a sophisticated system for capturing, analyzing, and translating customer feedback into actionable insights. These insights will be shared strategically with our marketing and product teams, ensuring that our strategies remain deeply aligned with evolving customer needs, market trends, and opportunities for product enhancement.
• • You will be expected to become a master of our support technology stack, including platforms like Gorgias, Yuma, and various social media management tools, leveraging them to streamline support processes, enhance team efficiency, and engage effectively with our customer base.
• • A proactive and continuous approach to seeking out and implementing process improvements across the entire customer journey will be essential, aiming to elevate every interaction and build stronger customer relationships.
• • This role demands a strategic thinker who can identify potential challenges before they arise and develop effective, data-informed solutions, always staying one step ahead of customer needs and operational demands.
• • You will collaborate closely with cross-functional teams, including marketing, sales, and product development, to ensure a unified approach to customer engagement and satisfaction.
• • The Head of Customer Support will play a key role in developing training programs and onboarding materials for new support team members, ensuring they are equipped with the knowledge, skills, and brand understanding to excel.
• • You will contribute to the strategic direction of the customer support function, aligning its goals with the overall business objectives of Foxelli Group.
• • This position offers a unique opportunity to influence the growth trajectory of a successful DTC e-commerce company, directly impacting customer retention, lifetime value, and overall brand reputation.
• • You will be a key player in fostering a positive and supportive team culture, encouraging collaboration, knowledge sharing, and professional development among your direct reports.
• • The role requires a deep understanding of e-commerce operations and customer behavior within this dynamic sector.
• • You will be responsible for managing the customer support budget and resources effectively to maximize impact and efficiency.
• • Driving initiatives to improve customer self-service options and knowledge base content will be an important aspect of enhancing customer experience and reducing support load.
• • Analyzing support data to identify trends, patterns, and areas for improvement in product, service, or customer communication will be a regular part of your analytical responsibilities.
• • You will champion customer-centricity throughout the organization, ensuring that the voice of the customer is heard and acted upon at all levels.
• • This is a fully remote position, offering significant flexibility and autonomy, with the expectation of operating within the Eastern European Time Zone (EET) for effective team collaboration.
• • The role is structured as a freelance agreement, providing a competitive fixed service fee based on your expertise and experience.
• • You will be part of a unique company culture that values learning, experimentation, bold thinking, and building meaningful work with a tribe of thoughtful humans.
• • This is an opportunity to make a tangible difference in a growing, innovative e-commerce business.
• • You will be empowered to make decisions and drive initiatives that directly contribute to the company's success and customer satisfaction.
• • The role requires a proactive approach to problem-solving and a commitment to continuous improvement in all aspects of customer support.
• • You will be a key contributor to shaping the future of customer experience at Foxelli Group.
• • This position offers the chance to work with a passionate and ambitious team dedicated to creating products customers love.
• • You will be at the forefront of delivering exceptional service in a fast-paced, dynamic e-commerce environment.
• • The role is designed for an individual who thrives on challenges and is eager to lead and inspire a high-performing team.
• • You will have the opportunity to leverage cutting-edge tools and technologies to optimize support operations.
• • This is a chance to build something truly impactful and contribute to a company with a strong vision and a growing customer base.
• • Your leadership will be critical in ensuring customer retention and fostering long-term customer relationships.
• • You will be responsible for setting the tone and standard for customer interactions across all touchpoints.
• • The role offers a unique blend of strategic leadership and hands-on operational management within the e-commerce space.
• • You will be empowered to innovate and implement new strategies to enhance customer support effectiveness.
• • This position is ideal for a driven individual looking to make a significant impact in a remote, flexible, and growth-oriented company.
• • You will be a key stakeholder in driving customer satisfaction and contributing to the overall success of Foxelli Group's DTC brands.
• • The role requires a strong analytical mindset coupled with excellent leadership and communication skills.
• • You will be instrumental in building a customer support function that is a true differentiator for the company.
• • This is an exciting opportunity to lead a critical department in a successful and ambitious e-commerce organization.
• • You will be responsible for developing and executing strategies that enhance the customer journey and drive loyalty.
• • The role offers a chance to work in a collaborative and supportive environment with a team that values innovation and continuous improvement.
• • You will be empowered to take ownership and drive results in a fully remote setting.
• • This position is perfect for a leader who is passionate about customer experience and eager to contribute to the growth of a dynamic e-commerce business.
• • You will be at the forefront of delivering exceptional customer service in a fast-paced, evolving market.
• • The role requires a strategic vision for customer support and the ability to translate that vision into actionable plans.
• • You will be a key contributor to building a strong brand reputation through outstanding customer interactions.
• • This is an opportunity to lead and develop a talented team in a fully remote and flexible work environment.
• • You will be responsible for ensuring that customer feedback is systematically collected and utilized to drive business improvements.
• • The role offers a chance to work with a company that is committed to building meaningful products and fostering a positive work culture.
• • You will be empowered to make data-driven decisions and implement best practices in customer support.
• • This position is ideal for a results-oriented leader who is passionate about customer success and eager to drive growth in the e-commerce sector.
• • You will be a key player in shaping the customer experience and ensuring customer satisfaction.
• • The role requires a strong understanding of DTC e-commerce operations and customer support best practices.
• • You will be responsible for leading and inspiring a team to achieve exceptional performance and deliver outstanding customer service.
• • This is an exciting opportunity to contribute to the growth of a successful e-commerce brand and make a significant impact.
• • You will be empowered to innovate and implement new strategies to enhance customer support effectiveness and efficiency.
• • The role offers a chance to work in a collaborative and supportive environment with a team that values innovation and continuous improvement.
• • You will be responsible for setting and achieving ambitious targets that drive both customer satisfaction and sales conversion.
• • This position is perfect for a leader who is passionate about customer experience and eager to contribute to the growth of a dynamic e-commerce business.
• • You will be at the forefront of delivering exceptional customer service in a fast-paced, evolving market.
• • The role requires a strategic vision for customer support and the ability to translate that vision into actionable plans.
• • You will be a key contributor to building a strong brand reputation through outstanding customer interactions.
• • This is an opportunity to lead and develop a talented team in a fully remote and flexible work environment.
• • You will be responsible for ensuring that customer feedback is systematically collected and utilized to drive business improvements.
• • The role offers a chance to work with a company that is committed to building meaningful products and fostering a positive work culture.
• • You will be empowered to make data-driven decisions and implement best practices in customer support.
• • This position is ideal for a results-oriented leader who is passionate about customer success and eager to drive growth in the e-commerce sector.
• • You will be a key player in shaping the customer experience and ensuring customer satisfaction.
• • The role requires a strong understanding of DTC e-commerce operations and customer support best practices.
• • You will be responsible for leading and inspiring a team to achieve exceptional performance and deliver outstanding customer service.
• • This is an exciting opportunity to contribute to the growth of a successful e-commerce brand and make a significant impact.