Customer Support Coordinator

Summary

Join Foxelli Group, a leading digital marketplace company, as a remote Customer Support Coordinator. This role involves optimizing customer support processes, agent scheduling, and AI tool enhancements. You will be responsible for quality control, performance tracking, and managing customer interactions. The position requires at least two years of experience in international customer support and proficiency in AI tools like Gorgias and Notion. Foxelli offers competitive salary, performance-based bonuses, and various benefits including gym memberships, personal development budget, generous paid time off, home office setup budget, and a strong company culture.

Requirements

• At Least 2 Years of Experience in International Customer Support or Operations: Proven experience in customer support or a similar role
• Results-driven: Demonstrated track record of achieving measurable improvements through process optimization and AI tools
• Experience in Process Optimization: Proven success in improving workflows and efficiency, with real-life examples
• Proficiency in AI Customer Support Tools: Hands-on experience with AI tools (e.g., Gorgias, chatbots) to optimize customer support workflows
• Expertise with Gorgias and Notion: Proficient in Gorgias for customer support and Notion for creating Learning Management Systems
• Proactive, Detail-Oriented, Independent: Self-starter with excellent attention to detail and the ability to work independently
• Please note that this role requires a self-employment certificate

Responsibilities

• Conduct regular quality assessments of customer interactions (calls, chats, emails), provide actionable feedback, track agent performance metrics, and ensure customer support guidelines and best practices are continuously updated for improved service delivery
• Optimize agent shift schedules to ensure peak demand periods are adequately covered, maximizing team efficiency and minimizing downtime
• Collaborate with AI-driven support tools to monitor and improve automated customer service interactions, leveraging emerging AI trends to enhance team efficiency and minimize the need for human intervention while maintaining high service standards
• Manage customer tickets, inquiries, refunds, and disputes, ensuring timely and efficient resolutions
• Oversee Trustpilot and other review platforms by managing responses, driving campaigns to encourage positive reviews, and maintaining a strong brand reputation
• Launch targeted campaigns to build brand trust, increase positive customer feedback, and boost online ratings across review platforms
• Share key customer insights, and feedback, and review data with relevant teams to drive product and service improvements
• Act as the secondary decision-maker when the Head of Customer Support is unavailable, ensuring leadership continuity
• Lead training initiatives to ensure agents are up-to-date on best practices, AI integrations, and customer service strategies, while continuously driving process improvements and efficiency gains

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