Senior Multilingual Customer Support Executive (Remote)

Nivoda; United Kingdom; Remote; GBP 55,000 - 75,000; Full time

Benefits offered by this job

A vibrant company culture

Remote work

Plenty of opportunities for growth and

Unlimited holiday allowance

Chance to join and contribute to a公司

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, email, and phone, troubleshoot order and logistics issues, and act as the voice of the customer to internal teams.

You will onboard and train new joiners, coach colleagues, and drive improvements through KPI-driven collaboration with other departments, while working remotely in a fast-growing, international environment.

Qualifications

• 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.

Responsibilities

• Answer customer inquiries via live chat, WhatsApp, and email, handling day-to-day client issues.
• Resolve issues related to logistics, orders, and website bugs.
• Onboard and train new joiners; provide coaching to colleagues.
• Handle complex customer escalations and support day-to-day operations.
• Collaborate with other teams to tackle root causes of customer issues.
• Coach colleagues and manage escalation handling.

Skills

Customer support

Live chat

Email & phone support

Ownership

Multitasking

Proactivity

Voice of the customer

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, email, and phone, troubleshoot order and logistics issues, and act as the voice of the customer to internal teams.

You will onboard and train new joiners, coach colleagues, and drive improvements through KPI-driven collaboration with other departments, while working remotely in a fast-growing, international environment.