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.
Work Mode
This is a 100% remote position open to candidates based anywhere in the European Union.
Foxelli Group is an equal opportunity employer.
