Customer Support Agent | E-Commerce | 100% Remote

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

Requirements

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

€600 - €800 after taxes (depending on your skills, competencies, and experience) with the potential for quarterly performance-based bonuses tied to KPIs.

❕Please note that this role requires