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Nivoda is a rapidly scaling B2B diamond and gemstone marketplace connecting jewellery retailers with suppliers worldwide, processing $300M+ in annual transactions. The company is transforming a historically slow-to-modernize $350B industry by democratizing access to quality inventory and competitive pricing for businesses of all sizes.
As a Senior Customer Support Executive, you will be a core member of Nivoda's customer-obsessed support team, distributed across 8+ countries and delivering 24/7 service via live chat, phone, WhatsApp, and email. You'll serve as the voice of the customer, ensuring seamless experiences for retailers across multiple regions.
Key responsibilities include: resolving customer inquiries and issues related to logistics, orders, and website functionality with swift response times; onboarding and training new team members; providing coaching and guidance to colleagues; handling complex customer escalations; collaborating cross-functionally to identify and resolve root causes; and supporting day-to-day operations. You'll be measured on team KPIs (resolution and response time) while having autonomy to set personal growth targets.
Required qualifications: minimum 5+ years in online customer support (live chat, calls, email); native or full professional proficiency in English, Italian, and French; 100% ownership and customer-first mindset; strong organizational and multitasking abilities; proactive and forward-thinking approach; assertiveness in advocating for customers internally; and excellent cross-functional collaboration skills.
Desirable: Zendesk experience and Spanish fluency. The role offers remote work across Europe (Mon-Fri, 8am-5pm CET), unlimited holiday allowance, growth opportunities, and a low-hierarchy, dynamic environment in a high-growth company.
