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

Foxelli Group

5d•Remote

About The Position

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 ( Quilting 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: 5:00 PM – 1:00 AM Lithuanian time zone including a 1-hour break (9-hour total availability per day); working week Tuesday - Saturday.

Requirements

Fluent or near-native spoken English - clear, professional, and warm communication is a must
Hands-on experience with quilting - 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