Customer Support & Sales Agent ( Fiber Arts Specialist)| E-commerce | Remote
About The Position
This is not a 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 will be the first human touchpoint for our crafting customers. You will 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.
Requirements
- 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
Nice To Haves
- Previous remote work experience is a plus
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
Benefits
- Full flexibility with your schedule in a fully remote setting
- Complimentary gym memberships
- Company-sponsored outdoor adventures
- A personal development budget
- Generous paid time off, including parental leave and vacation days
- A budget for your home office setup
- Strong company culture and a network of unique individuals that celebrate you
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
