[Remote] Customer Support Executive, 6 months FTC (Remote in US)

Note: The job is a remote job and is open to candidates in USA. Nivoda is hiring a Customer Support Executive to help ensure customers have a seamless experience with its B2B diamond and gemstone marketplace. The role handles customer inquiries and day-to-day issues, resolves problems promptly, and collaborates with other teams to address their root causes.

Responsibilities

• 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

Skills

• Minimum 2 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
• Zendesk experience is highly desirable
• Native or full professional proficiency in Spanish or French is highly desirable

Benefits

• Fully remote in the United States
• Plenty of opportunities for growth and learning
• A vibrant company culture
• Dynamic working environment in a rapidly growing company
• Pleasant, low-hierarchy work environment
• Intellectually challenging work that contributes significantly to Nivoda’s success and scalability

Company Overview