Senior Customer Support Lead - Remote & Multilingual

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

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.