Senior Customer Support Executive, Italian, French Speaking

🕒 August 5

🌐 United Kingdom, Spain – Remote

🇬🇧 United Kingdom – Remote 🇪🇸 Spain – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 38%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Nivoda

WebsiteLinkedInAll Job Openings

201 - 500 employees

🛒 Retail

🛍️ eCommerce

🏪 Marketplace

💰 $30M Series B on 2024-05

Retail • eCommerce • Marketplace

Nivoda is an innovative company that offers the world's largest collection of natural diamonds, lab-grown diamonds, and gemstones. They provide retail solutions that make purchasing diamonds as easy as online shopping, offering express delivery and flexible credit terms, with quality control and logistics managed. Nivoda supports retailers with tools to showcase a wide variety of stones, reducing inventory risk while allowing businesses to remain competitive and maintain high margins. Their offerings include in-store and online solutions, such as virtual showrooms and diamond feeds, enabling retailers to instantly expand their product offerings.

📋 Description

• Resolve customer issues and ensure swift response times, prioritising customer satisfaction • Adapt to constant changes and new product releases in a fast-paced scale-up environment • Track team KPIs including resolution time and response time • Set personal and team KPIs to drive growth • Collaborate with other teams to address root causes of customer issues • Answer customer inquiries via live chat, WhatsApp, and email • Handle day-to-day client issues related to logistics, orders, and website bugs • Serve as the voice of the customer internally • Onboard and train new joiners • Coach colleagues and handle challenging case escalations • Support day-to-day operations • Work closely with teams across the business

🎯 Requirements

• 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 • Zendesk experience is highly desirable • Fluency in Spanish is highly desirable • Must reside in Europe

🏖️ Benefits

• Remote work • Unlimited holiday allowance • Plenty of opportunities for growth and learning • Dynamic working environment in a rapidly growing company • Pleasant, low-hierarchy work environment • Intellectually challenging work contributing to Nivoda's success and scalability • Chance to join and contribute to a company during its exponential expansion phase