Customer Experience Manager (Ecommerce) | 100% Remote EU

At Foxelli, we’re building more than e-commerce brands - we’re building a tribe of thoughtful humans: AI enthusiasts, curious builders, and ambitious minds who care about doing meaningful work together. Ten years in, our D2C brands reach millions and generate over $20M annually. Our focus stays simple: create products customers love and a team that actually enjoys building them. If you love to learn, experiment, think boldly, make decisions, and build things that matter - you’ll feel at home with us. THE ROLE We’re looking for a Head of Customer Support who sees support as more than answering questions. For us, customer support sits right at the center of customer experience, marketing insight, and sales growth. This role is for someone proactive. Someone who spots patterns, brings ideas, and improves systems before problems appear. You’ll lead the team responsible for every customer interaction - while turning conversations into insights, improvements, and revenue. You’ll help us understand our customers better, organize their feedback into clear data for marketing, and build a support team that knows how to help and sell. If you enjoy:

• building strong teams
• improving systems and workflows
• turning data into useful actionable insights
• using AI tools to work faster and smarter
• helping customers while also spotting sales opportunities

…this role will feel like home 👀🚀 What You’ll Be Doing🧑‍🤝‍🧑 Team Leadership

• Lead and mentor the customer support team.
• Set clear standards for quality, speed, and customer care.
• Train the team to solve problems while recognizing opportunities to recommend products.
• Build a culture where helping customers and driving sales go hand in hand.

📊 Performance & KPIs

• Own key metrics like response time, satisfaction score, and sales conversion.
• Track performance and push the team toward clear goals.
• Turn data from customer conversations into improvements across the department.

💬 Customer Experience

• Keep communication consistent across email, calls, chat, and social media.
• Protect and strengthen our brand voice in every reply.
• Ensure every interaction feels smooth, helpful, and human.

🔎 Customer Insights for Marketing

• Turn questions, complaints, and patterns into structured insights for marketing.
• Share clear reports with marketing and product teams to improve campaigns and messaging.
• Help us understand what customers want, what confuses them, and what helps them buy.

🤖 AI & Smarter Support

• Work with external AI companies to automate responses with AI.
• Use automation, AI assistants, and smart workflows to reduce manual work.
• Identify areas where AI improves response quality, data analysis, or reporting.

💰 Sales Through Support

• Treat support conversations as an opportunity to guide customers toward the right products.
• Help the team recommend products when relevant.
• Work with marketing to align messaging between support and campaigns.

🧩 What You BringYou’re probably someone who:

• Proven e-commerce experience.
• Has 2+ years leading a customer support or sales team.
• Takes a proactive approach to problems and improvement.
• Understands how customer support connects with marketing and revenue.
• Feels comfortable working with KPIs and performance metrics.
• Enjoys organizing information and turning raw feedback into structured insights.
• Communicates clearly and protects brand voice.
• Has a high interest in AI tools and workflow improvements.

Analytical thinking helps a lot here - spotting patterns, understanding behavior, and improving the experience step by step. THE RECRUITMENT PROCESS

• Apply - A simple form that helps us know who’s stepping into our world.
• Ribbon AI Interview - Ribbon is a short, guided video step that helps us understand your thinking style in a calm, private space
• Interview - A conversation with your manager to feel the work chemistry, get to know each other, and explore what we could build together

FIXED SERVICE FEE €2,000 - €2,500 after taxes, depending on your skills, competencies, and experience. Perks & Benefits

• Complimentary gym memberships and company-sponsored outdoor adventures for your strength and to keep your physical well-being in check.
• A personal development budget is at your disposal for your personal and professional growth to ensure you keep growing continuously.
• 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 ❕This role is 100% remote 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, South Africa, and more. Ready to lead Foxelli’s growth journey? Apply now!