Location: Remote in UK

Working schedule: Mon - Fri, 9am - 6pm (GMT)

Contract type: 6 months FTC. Immediate start required.

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

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.