Nivoda
Remote (Europe; listing also tagged Remote UK)RemotePosted yesterday
Pay not given in the listing
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Answer customer enquiries via live chat, WhatsApp and email, resolving logistics, order and website issues. Also onboard and coach new joiners, handle complex escalations and work with other departments.
Working schedule: Mon - Fri, 8am - 5pm (GMT)
Language Requirements: Native or full professional proficiency in English, Italian and French is required for this role. In addition, fluency in Spanish is highly desirable.
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 platform gives businesses of all sizes, from independent jewellers to major retail chains access to the world's best diamond and gemstone inventory, without the traditional barriers of capital, geography, or information asymmetry.
Diamond and gemstone trading has long been plagued by inefficiency, opacity, and exclusivity. Nivoda was built to change that - 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. They deserve the same access to quality, pricing, and selection as the biggest players in the industry. That's exactly what we give them.
Our Customer Support team is the heartbeat of Nivoda's mission. We're highly attentive, customer-obsessed agents distributed across 8+ countries, dedicated to delivering exceptional service and seamless experiences 24/7 via live chat, phone, WhatsApp, and email. This is a team that thrives on responsiveness, continuous improvement, and deep cross-functional collaboration to solve personalised, nuanced needs of retailers across several regions.
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, website bugs, and serving as the voice of the customer internally. In addition to delivering exceptional customer support, you'll help onboard and train new joiners, provide guidance and coaching to colleagues, handle complex customer escalations, and assist with the day-to-day operations. Collaboration with all departments is key, making you the glue that binds our organisation together.
If you are a problem solver, with a customer-centric approach to your work, this is an opportunity to make a real impact in a rapidly evolving industry.
At Nivoda, we believe that employees today want to evolve in a collaborative, high-growth environment where they can demonstrate their abilities and thrive both professionally and personally. We work to create a culture of empowerment, continuous learning, and growth where everyone can bring their expertise, own projects, and easily measure their impact. Dynamic working environment in a rapidly growing company. Enjoy a pleasant, low-hierarchy work environment. Engage in intellectually challenging work that contributes significantly to Nivoda's success and scalability.
🕰️ A vibrant company culture
🧠 Plenty of opportunities for growth and learning
🚀 Chance to join and contribute to a company during its exponential expansion phase
Nivoda is proud to be an equal opportunity workplace dedicated to promoting diversity. We don't discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. Even if it seems you don't meet 100% of our musts - don't let it stop you. We are all about finding the best talent out there! Skills can be learned, and embracing diversity is invaluable.
Please note: Our Talent Acquisition Team is international. We kindly ask you to submit your CV and application in English so that it can be reviewed correctly.
If after reading this job description you believe this is not the best fit for you, we'd encourage you to join our Nivoda Talent Pool https://nivoda.net/talent-pool so we can keep you in mind as new roles open up.