[Hiring] Senior Customer Support Executive @Nivoda

Role Description

As a Senior Customer Support Executive at Nivoda, you'll play a vital role in ensuring our customers have a seamless journey with Nivoda. Your main responsibilities include:

• Answering customer inquiries via live chat, WhatsApp, and email.
• Handling day-to-day client issues related to logistics, orders, and website bugs.
• Serving as the voice of the customer internally.
• Onboarding and training new joiners.
• Providing guidance and coaching to colleagues.
• Handling complex customer escalations.
• Assisting with day-to-day operations.
• Collaborating with all departments to bind the organization together.

Qualifications

• Minimum 5+ years experience in online customer support, live chat, and calls.
• 100% ownership and customer-first mindset.
• Organisation and ability to multitask across different platforms.
• Proactivity and forward thinking.
• Assertive nature and ability to be the voice of the customer when communicating internally.
• Excellent cross-functional collaboration skills.
• Native or full professional proficiency in English, Italian, and French.

Requirements

• Zendesk experience is highly desirable.
• Fluency in Spanish is a plus.

Benefits

• A vibrant company culture.
• Remote work.
• Plenty of opportunities for growth and learning.
• Unlimited holiday allowance.
• Chance to join and contribute to a company during its exponential expansion phase.

Company Description

Nivoda is a rapidly scaling global B2B diamond and gemstone marketplace connecting jewellery retailers with competitive, high-quality suppliers worldwide. Processing $300M+ in annual transactions and operating across multiple regions, Nivoda is transforming a $350B industry that has historically been slow to modernise.

Our mission is to democratise access and empower every business, regardless of size or location, to buy and sell with confidence. Independent jewellers are at the heart of this mission, deserving the same access to quality, pricing, and selection as the biggest players in the industry.

Our Customer Support team is dedicated to delivering exceptional service and seamless experiences 24/7 via live chat, phone, WhatsApp, and email.