Customer Support Executive, 6 months FTC (Remote in US)
Fully remote in the United States. Working hours: Mon–Fri, 10 AM–7 PM EST. Contract type: 6‑month fixed term, immediate start required.
About the company
Nivoda is a global B2B diamond and gemstone marketplace that connects jewelry retailers with competitive, high‑quality suppliers. With operations spanning multiple regions, Nivoda enables businesses to grow profitably by minimizing inventory risks and optimizing the supply chain. Our commitment to excellence, transparency, and innovation drives every part of our business — from supplier relationships to customer success.
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.
About the role
As a Customer Support Executive at Nivoda, you’ll play a vital role in ensuring our customers have a seamless journey. 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.
Responsibilities
- 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, staying ahead of the curve with new product releases to deliver the best possible experience.
- Measured through team KPIs including resolution time and response time; autonomy to set your own KPIs to drive personal and team growth.
- Work with other teams to tackle root causes of customer issues.
- Answer customer inquiries via live chat, WhatsApp, and email, handling day‑to‑day client issues.
Requirements
- Minimum 2 years experience in online customer support, live chat, and calls.
- 100% ownership and customer‑first mindset.
- Strong 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.
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.
- 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.