At a Glance
- Tasks: Provide top-notch customer support via live chat, WhatsApp, and email.
- Company: Join Nivoda, a fast-growing B2B diamond marketplace revolutionising the industry.
- Benefits: Enjoy remote work, unlimited holiday, and a vibrant company culture.
- Other info: Be part of a diverse team focused on continuous learning and growth.
- Why this job: Make a real impact in a dynamic environment while helping customers succeed.
- Qualifications: 5+ years in customer support with fluency in English, Italian, and French.
The predicted salary is between 29700 - 36300 £ per year.
Location: Remote in Europe
Working schedule: Mon - Fri, 8am - 5pm (within your time zone)
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.
About Nivoda
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.
Our Mission
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.
The Team
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.
About the Role
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
- 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 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.
What will you be doing?
- Focus on resolving customer issues and ensuring swift response times, making customer satisfaction a top priority.
- Adapt to constant changes in our fast-paced, scale-up environment, and staying ahead of the curve with new product releases enabling you to deliver the best possible experience to our valued clients.
- You will be measured through team KPIs, including resolution time and response time.
- In addition, you'll have the autonomy to set your own KPIs, giving you the freedom to drive your personal and team growth.
- You’ll be working together with other teams in the business to tackle root causes of customer issues.
- Answer customer inquiries via live chat, WhatsApp, and email, handling day-to-day client issues.
- Support the growth and success of the team by onboarding and training new joiners.
- Coach colleagues and handle challenging case escalations.
- Support with the running of day-to-day operations.
- Work closely with teams across the business.
What do we need from you?
- 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.
Nice to have:
- Zendesk experience is highly desirable.
- Fluency in Spanish.
Our culture and what we offer
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.
Our current 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
Equal Opportunity
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.
Not quite the right fit?
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 so we can keep you in mind as new roles open up.
Senior Customer Support Executive, Italian & French Speaking (Remote in Europe) employer: Nivoda
Nivoda is an exceptional employer that fosters a dynamic and collaborative work culture, allowing you to thrive in a fast-paced, remote environment. With a focus on employee growth and the autonomy to set your own KPIs, you'll have the opportunity to make a meaningful impact while working alongside a global team of innovators. Join us and be part of a rapidly growing company that values your contributions and supports your professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Support Executive, Italian & French Speaking (Remote in Europe)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nivoda. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Nivoda before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Support Executive, Italian & French Speaking (Remote in Europe)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Nivoda:Your cover letter is your chance to shine! Tell us why you want to work at Nivoda specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Nivoda!
How to prepare for a job interview at Nivoda
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
