Senior Customer Support Executive, Italian & French Speaking (Remote in UK)

Nivoda; Madrid; Remote; EUR 45,000 - 65,000; Full time

Benefits offered by this job

Remote work

Unlimited holidays

Growth opportunities

Vibrant culture

Join during expansion phase

Job summary

Nivoda is seeking a Senior Customer Support Executive to ensure a seamless experience for retailers across Europe. You will handle inquiries via live chat, WhatsApp, and email, resolve logistics and order issues, onboard new joiners, and coach colleagues while collaborating with multiple teams.

The role emphasizes a customer-first mindset, KPI-driven performance, and the ability to adapt in a fast-growing, remote environment across Europe.

Qualifications

• Minimum 5+ years experience in online customer support, live chat, and calls.
• Native or full professional proficiency in English, Italian and French.
• Spanish fluency is a plus.
• Zendesk experience is required.

Responsibilities

• Handle customer inquiries via live chat, WhatsApp, and email with high responsiveness.
• Resolve day-to-day client issues related to logistics and orders.
• Coach and onboard new joiners and support day-to-day operations.
• Collaborate with other teams to address root causes of issues.
• Uphold a customer-first approach and measure KPIs.

Skills

Online customer support

Live chat

Multitasking

Cross-functional collaboration

English

Italian

French

Tools

Zendesk

Job description

**Location:** Remote in Europe*

**Working schedule:** Mon - Fri, 8am - 5pm (GMT)*

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.
• 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
• Native or full professional proficiency in English, Italian and French

Nice to have

• 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.