Job Description

At Foxelli Group, we're not just leading the digital marketplace - we're redefining it. With 10 years of experience and a portfolio of thriving direct-to-consumer (D2C) brands generating over $20 million USD annually, we're pushing boundaries to achieve our next growth milestone.


That's why we're on the hunt for a

Customer Support Agent

who's ready to make a real impact.


?This role is

100% remote

and you will join a team that already works from 20 different world countries.

Shift Time:

5:00 PM - 12:00 AM EST (US)

Work Days:

5 days a week, including weekends

Days Off:

Fixed days off scheduled between Monday and Friday

THE ROLE

You will be our customers' first point of contact, ensuring their questions are answered, issues are resolved, and experiences are exceptional. This role is critical in maintaining our high customer service standards and brand reputation.

RESPONSIBILITIES

Managing incoming messages, emails, calls, and other customer service inquiries

from our customers all around the globe

Answering product and service-related questions

and suggesting information about other products and services

Handling customer complaints

, providing appropriate solutions and alternatives within the time limits, and following up to ensure resolution

Keeping records of customer interactions, processing customer accounts, and filing documents

Helping other departments with additional tasks

if needed

Providing customer support

via chat, email, and phone

Resolving customer inquiries quickly

while maintaining a positive and professional attitude

Collaborating with the team

to improve customer service processes

Managing responses and maintaining brand reputation

on Trustpilot and other review platforms

Keeping up a service-minded attitude

and being genuinely excited to help customers

SKILLS & EXPERIENCE

Minimum 1 year of proven experience in Customer Support - preferably in international or remote environments Fluent English communication skills - both written and verbal Strong problem-solving skills with the ability to handle complex customer inquiries Ability to handle high-volume customer interactions efficiently and accurately Commitment to a fixed schedule long-term Comfortable working weekends with days off on weekdays Proactive and resourceful in resolving issues and finding solutions Experience using customer support platforms (e.g., Gorgias, Zendesk, or similar) Excellent organizational and time management skills to prioritize and manage workloads effectively Patience and resilience to manage challenging customer interactions with professionalism Tech-savvy and quick to learn new software tools and platforms Team player mentality with a willingness to collaborate and support colleagues Positive attitude and genuine desire to help customers and provide exceptional service Ability to adapt to changes in processes, tools, and customer needs Self-motivated and disciplined to work independently in a remote environment

THE RECRUITMENT PROCESS

10-min online DISC assessment to identify your behavioral style, as we strongly believe in the power of diverse teams. 15-30 min intro e-meet with Foxelli Group Talent Acquisition team to discuss company, role, and expectations. 45-60 minute e-meet with the Hiring Manager to discuss the vision of the role, your competencies, and technical skills, followed by a two-way Q&A session. Decision & Feedback from us.

SALARY

EUR600 - EUR800 after taxes (depending on yourskills, competencies, and experience) with the potential for quarterly performance-based bonuses tied to KPIs.


?Please note that this role requires a self-employment certificate.

PERKS & BENEFITS

Complimentary gym memberships and company-sponsored outdoor adventures for

your strength

and keeping your physical well-being in check. A personal development budget is at your disposal for

your

personal and professional growth

to ensure you keep continuously growing. Generous paid time off, including parental leave and vacation days, to recharge and rejuvenate and ensure

you're well-rested

. A budget for your home office setup so

you're comfortable

working how you like and where you like. Strong company

culture

and

a

network

of unique individuals

that celebrates you

. Full flexibility with your schedule in a fully remote setting for

your control

of a working day, powered by Hubstaff for transparency and fairness.

ELIGIBILITY & LOCATION REQUIREMENTS

At Foxelli Group, our team operates primarily in the Eastern European Time Zone (EET), which is

UTC+2

and

UTC+3

. We also use Revolut for payments, so we are open to hiring candidates in countries where Revolut payments are supported.


Currently,

we are hiring in

Albania, Bosnia and Herzegovina, Croatia, Czech Republic, Estonia, Greece, Georgia, Kosovo, Latvia, Lithuania, Moldova, Montenegro, North Macedonia, Poland, Portugal, Romania, Slovakia, Malta, Slovenia, Serbia, Cyprus, Bulgaria, Hungary, Netherlands, the United Kingdom, and South Africa.

Ready to lead Foxelli's growth journey? Apply now!

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