Customer Support Executive, 6 months FTC (Remote in US)
About the role
As a 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. Collaboration with all departments is key, making you the glue that binds our organization together. If you are a problem solver with a customer-centric approach, this is an opportunity to make a real impact in a rapidly evolving industry.
This is a full-time, 6-month fixed-term contract (FTC) with an immediate start, fully remote within the United States.
Responsibilities
- Focus on resolving customer issues and ensuring swift response times, making customer satisfaction a top priority.
- Adapt to constant changes in a fast-paced, scale-up environment and stay ahead of the curve with new product releases to deliver the best possible experience to clients.
- Meet team KPIs including resolution time and response time; autonomy to set your own KPIs to drive personal and team growth.
- Work with other teams across the business to tackle root causes of customer issues.
- Answer customer inquiries via live chat, WhatsApp, and email, handling day-to-day client issues related to logistics, orders, and website bugs.
Requirements
- Minimum 2 years experience in online customer support, live chat, and calls.
- 100% ownership and customer-first mindset.
- Strong organization 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.
Qualifications
- Zendesk experience is highly desirable.
- Native or full professional proficiency in Spanish or French is highly desirable.
Benefits
- A vibrant company culture.
- Plenty of opportunities for growth and learning.
- Chance to join and contribute to a company during its exponential expansion phase.
Schedule
Monday–Friday, 10:00 AM – 7:00 PM EST