Head of Customer Support - Remote Leadership Role

About the Role

We are seeking a Head of Customer Support to join our team at Foxelli Group. This remote position is perfect for someone who sees customer support as a vital part of the overall customer experience. You will be at the forefront of our customer interactions, turning conversations into insights and driving sales growth.

What You'll Do

• Lead and mentor the customer support team, setting clear standards for quality, speed, and customer care.
• Own key performance metrics like response time, satisfaction score, and sales conversion, pushing the team towards clear goals.
• Ensure consistent communication across all channels, protecting and strengthening our brand voice.
• Transform customer feedback into structured insights for marketing and product teams.
• Collaborate with external AI companies to automate responses and improve workflows.
• Identify sales opportunities during customer interactions and guide the team in product recommendations.

Requirements

• Proven experience in e-commerce, with at least 2 years leading a customer support or sales team.
• A proactive approach to problem-solving and improvement.
• Understanding of how customer support connects with marketing and revenue generation.
• Comfortable working with KPIs and performance metrics.
• Strong communication skills, with a focus on protecting brand voice.
• High interest in AI tools and workflow improvements.

Nice to Have

• Experience with data analysis and turning raw feedback into actionable insights.
• Familiarity with customer support software and AI tools.

What We Offer

• Competitive salary ranging from €24,000 to €30,000 annually.
• Complimentary gym memberships and company-sponsored outdoor adventures.
• A personal development budget for continuous growth.
• Generous paid time off, including parental leave and vacation days.
• A budget for your home office setup to ensure comfort while working remotely.
• Full flexibility with your schedule in a fully remote setting.