Remote Customer Support Coordinator at Foxelli | R20000 p/m

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 Coordinator 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. 

THE ROLE

Imagine being the right hand to the Head of Customer Support, ensuring that every process, every shift, and every customer interaction is fine-tuned for success. You will be responsible for agent scheduling, quality control, process optimization, and AI tool enhancements, making sure our team delivers the best service possible.

At the same time, you’ll help reduce manual workload by analyzing AI performance and implementing efficiency improvements. Your role is crucial in maximizing the support team’s efficiency, monitoring quality, and ensuring that workflows are optimized to perfection.

RESPONSIBILITIES

• Conduct regular quality assessments of customer interactions (calls, chats, emails), provide actionable feedback, track agent performance metrics, and ensure customer support guidelines and best practices are continuously updated for improved service delivery.
• Optimize agent shift schedules to ensure peak demand periods are adequately covered, maximizing team efficiency and minimizing downtime.
• Collaborate with AI-driven support tools to monitor and improve automated customer service interactions, leveraging emerging AI trends to enhance team efficiency and minimize the need for human intervention while maintaining high service standards.
• Manage customer tickets, inquiries, refunds, and disputes, ensuring timely and efficient resolutions.
• Oversee Trustpilot and other review platforms by managing responses, driving campaigns to encourage positive reviews, and maintaining a strong brand reputation.
• Launch targeted campaigns to build brand trust, increase positive customer feedback, and boost online ratings across review platforms.
• Share key customer insights, and feedback, and review data with relevant teams to drive product and service improvements.
• Act as the secondary decision-maker when the Head of Customer Support is unavailable, ensuring leadership continuity.
• Lead training initiatives to ensure agents are up-to-date on best practices, AI integrations, and customer service strategies, while continuously driving process improvements and efficiency gains.

Job requirements

SKILLS & EXPERIENCE

• Proven experience in customer support, operations, or team coordination.
• Strong analytical and problem-solving skills with a focus on process optimization.
• Ability to multi-task and prioritize in a fast-paced environment.
• Proficiency in AI-driven customer support tools, with experience optimizing workflows.
• Proficient with Gorgias, AI tools, and Notion (including creating a Learning Management System).
• Excellent communication and leadership skills.
• Proactive, detail-oriented, and capable of working independently.

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

€900 – €1500 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 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.