Freelance Customer Support (Dutch/Polish & English / Remote / Europe Time)

No previous experience in the climate space? Don't worry, we are happy to help you grow into a climate expert at Root! 🌎 WHAT WE DO We build software that helps companies along the food system get to Net Zero. ~31% of global GHG emissions originate from food-related activities. For the first time in history, climate performance has become an overall business performance indicator. Enterprises are mandated by regulatory bodies to disclose their climate performance, which leads to increasing pressure from investors, competitors, retailers, and consumers to prevent and reduce their CO2e emissions. Over the next 10 years, companies have set ambitious reduction targets that need to be met. Enterprise software and new business processes can help. We raised >€10m in funding in the first 2 years of our existence, we launched our enterprise product, signed and onboarded some of the largest F&B players in Europe, and put together what we believe is the best-suited early stage tech team in Europe. Will you be the next to join us? 🚀 🔭 WHAT THIS FREELANCE ROLE LOOKS LIKE THIS IS NOT A FULL- OR PART-TIME POSITION. WE'RE LOOKING FOR A FREELANCER TO SUPPORT OUR POLISH-SPEAKING CUSTOMERS ON A PROJECT BASIS. AFTER AN INITIAL ONBOARDING PHASE, YOU WILL TAKE ON ASSIGNMENTS AS NEEDED, PRIMARILY RUNNING VIRTUAL TRAININGS AND SUPPORTING CUSTOMERS THROUGH KEY PHASES OF OUR PLATFORM. EXPECT LOW AND IRREGULAR HOURS — THIS ROLE SUITS SOMEONE WHO HAS OTHER ENGAGEMENTS AND IS LOOKING FOR FLEXIBLE, PROJECT-BASED WORK IN THE SUSTAINABILITY SPACE. Your assignments will typically include: * Running virtual trainings with Polish-speaking customers, guiding them through the Root Platform (onboarding, data collection workflows, reporting features) * Supporting customer projects during active data collection phases — answering questions, ensuring data quality, and driving completion * Acting as a trusted point of contact for Polish-speaking users (primarily agricultural stakeholders), helping them navigate the platform and understand its value * Flagging risks and opportunities to the internal Customer Success team, including churn signals, product feedback, and user engagement patterns 🚀 WHAT YOU BRING ALONG * Native-level Polish (written and spoken) — this is a hard requirement * Professional proficiency in English, our internal working language. German skills beneficial. * Experience in Customer Success, Account Management, or Customer-Facing Operations, ideally in a B2B SaaS environment * Comfortable with virtual training delivery (webinars, workshops, screen-sharing sessions) * Self-organized, reliable, and able to work independently with minimal supervision * Bonus: familiarity with sustainability, carbon accounting, or agricultural supply chains or experience with data collection platforms or survey/assessment tools You don't feel like you fulfill all the criteria? We get it: confidence can sometimes hold us back from applying for a job. But guess what?! There is no such thing as a 'perfect' candidate. The only thing you need to ensure along the recruiting process and beyond is that the problem that we are solving with Root is one you cannot wait to get out of bed for on Monday morning! 🤗 🦾 HOW WE SUPPORT YOU * You will collaborate as part of a cross-disciplinary team that brings together sales and account managers, product experts and customer success specialists 🎢 CONTRACTING PROCESS Our ambition is to offer you an end-to-end experience that is fast and uncomplicated - we aim to keep the end-to-end process to 10 working days. We send you prep material for each step and maximise transparency at every step. Root Global is an equal opportunity employer, which means we do not discriminate on the basis of race, colour, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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 1. Apply - A simple form that helps us know who’s stepping into our world. 2. Ribbon AI Interview - Ribbon is a short, guided video step that helps us understand your thinking style in a calm, private space 3. Text Task - A small real-world challenge so we can see how you approach problems in action. 4. 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.