Customer Support & Sales Agent ( Fiber Arts Specialist)| E-commerce | Remote

Please be informed that Foxelli Group hires exclusively in-house and doesn't work with any external recruitment agencies. Any company or individual claiming to recruit on behalf of Foxelli Group is not affiliated with us. At Foxelli, we’re building more than e-commerce brands - we’re building a tribe of thoughtful humans: AI enthusiasts, curious builders, and ambitious minds who care about doing meaningful work together. Ten years in, our D2C brands reach millions and generate over $20M annually. Our focus stays simple: create products customers love and a team that actually enjoys building them. If you love to learn, experiment, think boldly, make decisions, and build things that matter - you’ll feel at home with us. WHY JOIN FOXELLI? Foxelli is a place for people who think deeply, learn quickly, automate repetitive work, enjoy spending time together, and build things that matter. We work hard, joke often, and don’t take ourselves too seriously. If you’re excited about AI, eager to learn, and want to create work that genuinely means something with people who care, you’ll feel right at home with us - no matter where you are in your career. THE ROLE This is not your standard support role. At Foxelli, we expect our support team to connect, listen, solve, and sell with empathy. As a Customer Support & Sales Agent ( Fiber Arts Specialist), you'll be the first human touchpoint for our crafting customers. You'll guide them through pattern instructions, troubleshoot technique questions, recommend products, and deliver warm, knowledgeable service across phone, chat, and email. This is a full-time role with possible schedules: 🕖 6:00 PM – 2:00 AM USA time zone including a 1-hour break (9-hour total availability per day); 🗓️ May include weekends. RESPONSIBILITIES Deliver friendly and solution-oriented support via phone, chat, and email Conduct structured phone interviews with potential customers to assess needs and recommend products Drive upsells by identifying value-aligned opportunities – no pushy tactics here Resolve customer issues with calmness, care, and follow-through Record feedback and flag trends to help the team improve our services Maintain a professional tone that reflects our brand values across all communication channels Collaborate cross-functionally to ensure a smooth customer journey from start to finish SKILLS & EXPERIENCE Fluent or near-native spoken English - clear, professional, and warm communication is a must Hands-on experience with quilting, crochet, and knitting - you can confidently discuss patterns, stitches, materials, and common technique questions Proven background in phone-based customer support and/or upselling Strong emotional intelligence, active listening, and the ability to build trust quickly Comfortable working independently and managing a steady daily workload Reliable computer and high-speed internet connection Previous remote work experience is a plus THE RECRUITMENT PROCESS Apply - A simple form that helps us know who’s stepping into our world. Ribbon AI Interview - Ribbon is a short, guided video step that helps us understand your thinking style in a calm, private space Text Task - A small real-world challenge so we can see how you approach problems in action. Interview - A conversation with your manager to feel the work chemistry, get to know each other, and explore what we could build together FIXED SERVICE FEE Up to €800 after taxes, depending on your skills, competencies, and experience. ❕Please note that this role is based on a freelance agreement. PERKS & BENEFITS Full flexibility with your schedule in a fully remote setting, while Hubstaff ensures transparency and fairness. Complimentary gym memberships and company-sponsored outdoor adventures for your strength and to keep your physical well-being in check. A personal development budget is at your disposal for your personal and professional growth to ensure you keep growing continuously. 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 celebrate you. ELIGIBILITY & LOCATION REQUIREMENTS ❕This role is 100% remote. Our tribe works primarily in the Eastern European Time Zone (EET — UTC+2/UTC+3). We also use Revolut for payments, so we are open to hiring candidates in countries where Revolut payments are supported. For full-time roles, we ask that you’re available for at least 5 hours during typical EET working hours — it keeps collaboration smooth and communication easy. (This doesn’t apply to part-time roles.) Currently, we are hiring in Albania, Bosnia and Herzegovina, Croatia, Czech Republic, Estonia, Greece, Georgia, Kosovo, Latvia, Lithuania, Moldova, Montenegro, North Macedonia, Poland, Portugal, Romania, Slovakia, Malta, Slovenia, Serbia, Cyprus, Bulgaria, Hungary, Netherlands, the United Kingdom, and South Africa.