AtFoxelli 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
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.
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
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
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
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.
€600 - €800 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.
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 yourpersonal 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 cultureand 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.
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.
By applying for this role, you acknowledge that you have read ourprivacy notice for job applicants.
Please ensure that you regularly check the email address that you provide during the application process for any updates from potential employers. Your application status, interview invitations, or job offers will be sent via email. Respond promptly to maintain your candidacy.