Customer Support Executive, 6 month FTC (Remote in US)

Nivoda • Dover, NH

11d • Remote

About The Position

Nivoda is a global B2B diamond and gemstone marketplace connecting jewelry retailers with suppliers. The Customer Support Executive helps ensure customers have a seamless experience by responding to inquiries and resolving day-to-day issues involving logistics, orders, and website bugs. The role serves as a voice for customers internally and collaborates across departments to address issues and their root causes.

The position is fully remote in the United States, with working hours Monday through Friday, 10 AM to 7 PM EST. It is a six-month fixed-term contract requiring an immediate start. Performance is measured through team KPIs such as resolution and response times, while the role also allows autonomy to set personal KPIs. The position is part of a fast-paced, rapidly evolving scale-up environment, where adapting to changes and product releases is important.

Requirements

• At least 2 years of experience in online customer support, live chat, and calls.
• A strong sense of ownership and a customer-first mindset.
• Organization and ability to multitask across different platforms.
• Proactive and forward-thinking approach.
• Assertive communication and ability to represent the customer internally.
• Excellent cross-functional collaboration skills.

Nice To Haves

• Zendesk experience is highly desirable.
• Native or full professional proficiency in Spanish or French is highly desirable.

Responsibilities

• Resolve customer issues and prioritize customer satisfaction and swift response times.
• Respond to customer inquiries via live chat, WhatsApp, and email.
• Handle day-to-day client issues related to logistics, orders, and website bugs.
• Adapt to changes in a fast-paced environment and stay current with product releases.
• Collaborate with other business teams to identify and address root causes of customer issues.
• Act as the voice of the customer when communicating internally.
• Work toward team KPIs, including resolution time and response time, and set personal KPIs.

Benefits

• Opportunities for growth and learning.
• Opportunity to join and contribute during the company’s expansion phase.
• Dynamic working environment at a rapidly growing company.
• Pleasant, low-hierarchy work environment.
• Intellectually challenging work that contributes to Nivoda’s success and scalability.
• Collaborative culture focused on empowerment, continuous learning, and growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed