About this role.
Nivoda is hiring a Senior Customer Support Executive to provide exceptional support to clients in the B2B diamond and gemstone marketplace. This remote role requires native or professional proficiency in English, Italian, and French, with Spanish fluency highly desirable. The position involves handling complex customer issues across live chat, WhatsApp, and email, as well as coaching team members, onboarding new hires, and collaborating across departments. The ideal candidate is a proactive problem-solver with 5+ years of experience and a customer-first mindset, thriving in a fast-paced scale-up environment. This is an opportunity to make a significant impact in a rapidly evolving industry.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
5/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am writing to express my strong interest in the Senior Customer Support Executive position at Nivoda. With over five years of experience in online customer support, including live chat and call handling, I have developed the skills to manage complex issues while maintaining a customer-first approach. My fluency in English, Italian, and French, along with proficiency in Spanish, allows me to serve a diverse client base effectively.
I excel in fast-paced environments and take pride in my ability to coach colleagues, handle escalations, and collaborate across departments to drive improvements. Nivoda's mission to democratize the diamond and gemstone industry resonates with me, and I am eager to contribute to your team's success.
Thank you for considering my application. I look forward to the opportunity to discuss how my skills align with your needs.
Sincerely,
[Your Name]
Sample interview questions
I once had a customer whose diamond order was delayed due to a logistics issue. I took full ownership, communicated transparently with the customer about the issue, and coordinated with the logistics team to expedite the shipment. I also provided a small discount as a goodwill gesture. The customer appreciated the honesty and remained loyal to the company.
I would first observe their workflow to identify bottlenecks, then have a one-on-one conversation to understand any challenges. I'd share best practices, such as using templates for common inquiries and prioritizing urgent tickets. I'd also suggest setting personal time-tracking goals and offer to shadow them for a few sessions to provide real-time feedback.
I proactively allocate time each week to review product updates, attend training sessions, and test new features firsthand. I also maintain a personal knowledge base and actively participate in team briefings. By staying ahead of changes, I can accurately guide customers and reduce confusion.
I noticed a pattern of customers complaining about a specific checkout error. I documented the issue with examples and shared it with the technical team. I also worked with product management to prioritize a fix. Once resolved, I updated our support documentation and briefed the team to prevent future confusion.
To me, it means taking full responsibility for every customer interaction from start to finish, even if the issue requires input from other departments. It also means advocating for the customer internally and ensuring their needs are heard. I always aim to resolve issues promptly while proactively identifying systemic improvements to enhance the overall customer experience.
Location: Remote in Europe
Working schedule: Mon – Fri, 8am – 5pm CET
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, 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.
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.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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