Foxelli Group is seeking a Head of Customer Support to define and lead the customer support vision for our portfolio of direct-to-consumer e-commerce brands. You will be responsible for building a high-performing support function that delivers exceptional customer experiences across Europe.

What You'll Do

Develop and implement the overall customer support strategy and vision.
Build, lead, and mentor a remote customer support team.
Establish quality standards, KPIs, and processes to measure and improve team performance.
Analyze customer feedback and support data to drive improvements in products, services, and customer satisfaction.
Collaborate with other department heads to ensure a cohesive customer journey.
Manage the support budget and resources effectively.

What We're Looking For

Proven experience in a senior customer support leadership role within a DTC e-commerce environment.
Strong track record of building, scaling, and managing remote support teams.
Deep understanding of customer experience principles and support technologies.
Excellent analytical skills with experience using data to drive strategic decisions.
Outstanding communication and leadership skills.
Ability to operate independently and proactively in a remote setting.