Customer Support Agent

Summary

Join Foxelli Group, a leading digital marketplace company, as a remote Customer Support Agent. This 100% remote role involves managing customer inquiries from around the globe via various channels, resolving issues, and maintaining exceptional customer experiences. You will be the first point of contact for customers, ensuring their questions are answered and problems are solved efficiently. The position requires at least one year of customer support experience, fluency in English, strong problem-solving skills, and proficiency in using customer support platforms. Foxelli offers competitive salary, performance-based bonuses, and various benefits including paid time off, a home office setup budget, personal development budget, and complimentary gym memberships.

Requirements

• Minimum 1 year of proven experience in Customer Support – preferably in international or remote environments
• Fluent English communication skills – both written and verbal
• Strong problem-solving skills with the ability to handle complex customer inquiries
• Ability to handle high-volume customer interactions efficiently and accurately
• Commitment to a fixed schedule long-term
• Comfortable working weekends with days off on weekdays
• Proactive and resourceful in resolving issues and finding solutions
• Experience using customer support platforms (e.g., Gorgias, Zendesk, or similar)
• Excellent organizational and time management skills to prioritize and manage workloads effectively
• Patience and resilience to manage challenging customer interactions with professionalism
• Tech-savvy and quick to learn new software tools and platforms
• Team player mentality with a willingness to collaborate and support colleagues
• Positive attitude and genuine desire to help customers and provide exceptional service
• Ability to adapt to changes in processes, tools, and customer needs
• Self-motivated and disciplined to work independently in a remote environment
• Self-employment certificate

Responsibilities

• Manage incoming messages, emails, calls, and other customer service inquiries from our customers all around the globe
• Answer product and service-related questions and suggest information about other products and services
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Help other departments with additional tasks if needed
• Provide customer support via chat, email, and phone
• Resolve customer inquiries quickly while maintaining a positive and professional attitude
• Collaborate with the team to improve customer service processes
• Manage responses and maintain brand reputation on Trustpilot and other review platforms
• Keep up a service-minded attitude and be genuinely excited to help customers

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
• Quarterly performance-based bonuses tied to KPIs