Head of Customer Support - DTC E-commerce

About the Role

We are seeking a passionate and experienced Head of Customer Support to join our team at Foxelli Group, where you will lead our customer support department in delivering outstanding experiences and contributing to sales growth. This remote Head of Customer Support role offers a unique opportunity to transform customer interactions and create a lasting impact within our DTC e-commerce brands.

What You'll Do

• Lead & Inspire: Motivate and mentor your team to hit ambitious targets and maintain high standards.
• Train and manage the customer support department to a team that not only cares for our customers but also sells our products.
• KPI-Driven Performance: Set, track, and exceed key metrics like response time, customer satisfaction, and sales conversion.
• Ensure seamless, consistent communication across all channels while maintaining our brand voice.
• Build a system that captures customer feedback and translates it into actionable insights for our marketing team.
• Master tools like Gorgias, Yuma, and social media platforms to streamline support processes and engage effectively.

Requirements

• 2+ years of leadership experience in customer support or sales.
• Proven track record of leading and motivating support teams to success.
• Strong skills in setting, managing, and achieving targets that drive customer satisfaction and sales.
• Ability to identify potential issues and quickly develop effective solutions.
• Mastery in maintaining brand voice and driving customer interactions that align with our values.
• eCommerce knowledge is required; experience in managing an eCommerce business is a plus.

Nice to Have

• Sales experience is highly appreciated.
• Experience with customer support tools like Gorgias and Yuma.
• Familiarity with social media engagement strategies.

What We Offer

• Complimentary gym memberships and company-sponsored outdoor adventures.
• A personal development budget for continuous growth.
• Generous paid time off, including parental leave and vacation days.
• A budget for your home office setup.
• Strong company culture that celebrates individuality.
• Full flexibility with your schedule in a fully remote setting.