[All remote jobs](https://jobicy.com/jobs.md)[![Nivoda logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/42cf7153-221.jpeg)](https://jobicy.com/company/nivoda.md)[Nivoda](https://jobicy.com/company/nivoda.md) # Senior Customer Support Executive, 6 month FTC (Remote in UK) AI Summary Nivoda is hiring a Senior Customer Support Executive for a six-month fixed-term, remote role based in the UK. The position manages customer enquiries through live chat, WhatsApp, email, and calls, with cases involving logistics, orders, and website issues. It also includes coaching colleagues, onboarding new team members, handling escalations, and improving operational processes with cross-functional teams. The role requires at least five years of online customer support experience, strong Zendesk capability, and a highly customer-focused, proactive approach. Success is measured through service KPIs such as response and resolution time in a fast-moving scale-up environment.[Apply for this job](#job-application)[View company](https://jobicy.com/company/nivoda.md)ShareRemote from[UK](https://jobicy.com/job-region/uk.md)SalaryUndisclosedDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceDirectorPublished12 Nov 2026Apply before12 Dec 2026Listing views66Application actions2Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. Opportunity details ## About this role. Location: Remote in UK Working schedule: Mon – Fri, 9am – 6pm (GMT) Contract type: 6 months FTC. Immediate start required. ### About [Nivoda](https://jobicy.com/company/nivoda.md) 🚀 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. * Zendesk experience * 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 ### 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](https://nivoda.net/talent-pool) so we can keep you in mind as new roles open up. Show more [Apply now >](https://jobicy.com/jobs/161649-senior-customer-support-executive-6-month-ftc-remote-in-uk.md) > Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role combines high-volume multichannel support with complex escalations, coaching responsibilities, and cross-functional problem solving. Meeting response and resolution KPIs while adapting to frequent product changes makes it demanding. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Highly competitive$65,000US market range (per year)$58k–$72k0$79.20k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer salary was disclosed. The yearly cadence is inferred from the full-time professional support schedule; the figures are estimated annual USD market benchmarks for a senior customer support role and are not employer-provided compensation. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer support](https://jobicy.com/jobs?search_keywords=Customer%20support.md)[Zendesk](https://jobicy.com/jobs?search_keywords=Zendesk.md)[Live chat support](https://jobicy.com/jobs?search_keywords=Live%20chat%20support.md)[Email support](https://jobicy.com/jobs?search_keywords=Email%20support.md)[Phone support](https://jobicy.com/jobs?search_keywords=Phone%20support.md)[WhatsApp support](https://jobicy.com/jobs?search_keywords=WhatsApp%20support.md)[Escalation management](https://jobicy.com/jobs?search_keywords=Escalation%20management.md)[Customer onboarding](https://jobicy.com/jobs?search_keywords=Customer%20onboarding.md)[Team coaching](https://jobicy.com/jobs?search_keywords=Team%20coaching.md)[Cross-functional collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20collaboration.md)[KPI management](https://jobicy.com/jobs?search_keywords=KPI%20management.md)[Problem solving](https://jobicy.com/jobs?search_keywords=Problem%20solving.md) Sample interview questionsHow do you prioritise several urgent customer cases arriving through different channels at once?I assess urgency by customer impact, operational risk, and time sensitivity, then acknowledge each customer quickly with clear expectations. I resolve the highest-impact issues first, use Zendesk workflows to maintain visibility, and escalate blockers early while keeping customers informed. Describe how you would handle a complex escalation involving an order delay and a website issue. I would first confirm the facts across the order, logistics, and technical systems, then take ownership of communication with the customer. I would coordinate with the relevant internal teams, provide timely status updates, document the root cause, and propose preventive actions once the immediate issue is resolved. What metrics would you use to evaluate customer support performance? I would track first-response time, resolution time, customer satisfaction, backlog volume, reopen rate, and escalation trends. I would balance speed with quality by reviewing conversation quality and identifying recurring causes that should be addressed through process or product improvements. How have you helped onboard or coach support colleagues? I use structured onboarding materials, shadowing, practical case reviews, and regular feedback sessions. I focus coaching on both product knowledge and communication quality, helping teammates become confident in handling cases independently while knowing when to escalate. How do you act as the voice of the customer when working with product or operational teams? I consolidate recurring customer feedback into clear, evidence-based themes, including examples, frequency, impact, and suggested improvements. I communicate these findings constructively, partner with stakeholders on priorities, and close the loop with customers when meaningful changes are made. Next step ## Apply now. Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information. 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