Offer summary

Qualifications:

Experience in customer support or related field is preferred., Strong analytical skills to assess AI performance and optimize processes., Excellent communication skills for providing feedback and collaborating with teams., Familiarity with AI-driven support tools and customer service best practices..

Key responsabilities:

Conduct quality assessments of customer interactions and provide actionable feedback.

Optimize agent schedules to ensure coverage during peak demand periods.

Manage customer inquiries, tickets, and disputes for timely resolutions.

Lead training initiatives to keep agents updated on best practices and process improvements.

Job description

At Foxelli Group, we're not just leading the digital marketplace - we're redefining it. With 10 years of experience and a portfolio of thriving direct-to-consumer (D2C) brands generating over $20 million USD annually, we’re pushing boundaries to achieve our next growth milestone.

That’s why we’re on the hunt for a Customer Support Coordinator who’s ready to make a real impact.

❕This role is 100% remote and you will join a team that already works from 20 different world countries.

THE ROLE

Imagine being the right hand to the Head of Customer Support, ensuring that every process, every shift, and every customer interaction is fine-tuned for success. You will be responsible for agent scheduling, quality control, process optimization, and AI tool enhancements, making sure our team delivers the best service possible.

At the same time, you'll help reduce manual workload by analyzing AI performance and implementing efficiency improvements. Your role is crucial in maximizing the support team's efficiency, monitoring quality, and ensuring that workflows are optimized to perfection.

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.

Required profile