Customer Support Executive at Nivoda

📍 Job Overview

Job Title: Customer Support Executive
Company: Nivoda
Location: Remote in the United Kingdom
Job Type: Full-Time (Remote)
Category: Customer Support
Date Posted: June 19, 2025
Experience Level: Intermediate (2-5 years)
Remote Status: Remote (UK only)

🚀 Role Summary

Serve as the primary point of contact between Nivoda and its customers, ensuring exceptional customer satisfaction through efficient issue resolution and effective communication across multiple channels.
Collaborate cross-functionally with various departments to gather information, troubleshoot issues, and provide timely solutions.
Adapt to a fast-paced, dynamic environment and embrace continuous change, staying updated with new product releases and features.
Contribute to team KPIs and drive personal growth by setting and achieving individual performance targets.

📝 Enhancement Note: This role requires a proactive, customer-centric approach, with a strong focus on problem-solving and collaboration. Successful candidates will thrive in a fast-paced environment and possess excellent communication skills.

💻 Primary Responsibilities

Customer Support: Handle customer inquiries via live chat, WhatsApp, and email, addressing day-to-day client issues related to logistics, orders, and website bugs.
Issue Resolution: Prioritize and resolve customer issues efficiently, ensuring swift response times and high customer satisfaction.
Cross-Functional Collaboration: Work closely with various departments to gather information, troubleshoot issues, and escalate when necessary.
Performance Tracking: Monitor and improve team KPIs, such as resolution time and response time, and set personal growth targets.

📝 Enhancement Note: This role involves multitasking across different platforms and requires an organized approach to manage customer support workloads effectively.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field or equivalent experience.

Experience: Minimum 2 years of experience in online customer support, live chat, and calls.

Required Skills:

Excellent communication skills in English (written and verbal)
Strong problem-solving skills and a proactive approach to customer support
Ability to multitask and manage time effectively
Assertive nature and ability to represent the customer's voice internally
Excellent cross-functional collaboration skills
Proficiency in using customer support software and tools

Preferred Skills:

Experience with CRM software (e.g., Salesforce, Zendesk)
Familiarity with the jewellery industry or e-commerce platforms
Fluency in additional languages (beneficial but not required)

📝 Enhancement Note: While not explicitly stated, a strong understanding of customer support best practices and a customer-centric mindset are essential for success in this role.

📊 Web Portfolio & Project Requirements (N/A)

As this role is focused on customer support, a web portfolio is not required. However, candidates should be prepared to discuss their experience and achievements in customer support, providing examples of challenging situations they've handled and the outcomes they achieved.

💵 Compensation & Benefits

Salary Range: £30,000 per year (GBP)

Benefits:

Unlimited holiday
Flexible working
Opportunity to join a dynamic, growing company with a global presence

Working Hours: 4pm - 1am (GMT/BST)

📝 Enhancement Note: The provided salary range is based on industry standards for customer support roles in the United Kingdom. However, it is essential to verify the salary and benefits package directly with the hiring organization.

🎯 Team & Company Context

🏢 Company Culture

Industry: B2B marketplace for the global jewellery industry

Company Size: 280 employees (internationally)

Founded: N/A (rapidly growing startup)

Team Structure:

Customer Support: The customer support team is responsible for handling customer inquiries and resolving issues across multiple channels.
Cross-functional collaboration: The customer support team works closely with various departments, such as sales, marketing, and product development, to gather information and troubleshoot issues.

Development Methodology:

Agile: Nivoda operates in a fast-paced, agile environment, with a focus on continuous improvement and adaptation to change.
Cross-functional collaboration: The customer support team works closely with other departments to ensure customer satisfaction and drive product improvement.

Company Website: Nivoda

📝 Enhancement Note: Nivoda's company culture emphasizes collaboration, adaptability, and customer-centricity. Successful candidates will thrive in a dynamic, supportive, and collaborative environment.

📈 Career & Growth Analysis

Customer Support Executive: This role involves handling customer inquiries, resolving issues, and collaborating with various departments to ensure customer satisfaction. The primary responsibility is to maintain high customer satisfaction levels while driving personal and team growth through KPI improvement.

Reporting Structure: Customer Support Executives report directly to the Customer Support Manager and work closely with other departments, such as sales, marketing, and product development.

Technical Impact: Customer Support Executives play a crucial role in representing the customer's voice within the organization, driving product improvement, and ensuring customer satisfaction.

Growth Opportunities:

Career Progression: With experience and strong performance, Customer Support Executives may progress to senior roles, such as Team Lead or Manager, or transition into related roles, such as Quality Assurance or Product Development.
Skill Development: Nivoda offers opportunities for professional growth through continuous learning, mentorship, and exposure to various aspects of the business.

📝 Enhancement Note: Career progression in customer support roles typically involves moving into leadership positions or transitioning into related functions within the organization. At Nivoda, candidates can expect opportunities for growth and development in a dynamic, fast-paced environment.

🌐 Work Environment

Office Type: Remote (UK only)

Office Location(s): N/A (remote work)

Workspace Context:

Remote Work: Nivoda offers a remote working environment, allowing Customer Support Executives to work from the comfort of their own homes or preferred co-working spaces.
Flexible Working: The company offers flexible working hours, with a focus on maintaining a healthy work-life balance.

Work Schedule: 4pm - 1am (GMT/BST), with the opportunity for flexible scheduling to accommodate personal needs.

📝 Enhancement Note: Nivoda's remote work environment enables Customer Support Executives to maintain a healthy work-life balance while providing exceptional customer support and driving personal growth.

📄 Application & Technical Interview Process

Interview Process:

Application Review: Nivoda will review your application, focusing on your experience, skills, and alignment with the role's requirements.
Phone/Video Screen: A brief phone or video call to discuss your experience and assess your cultural fit with Nivoda.
Customer Support Assessment: A practical assessment to evaluate your customer support skills, problem-solving abilities, and communication effectiveness.
Final Interview: A meeting with the Customer Support Manager or other senior team members to discuss your assessment results, answer any questions, and make a final hiring decision.

Portfolio Review Tips (N/A): As this role is focused on customer support, a portfolio is not required. However, candidates should be prepared to discuss their experience and achievements in customer support, providing examples of challenging situations they've handled and the outcomes they achieved.

Technical Challenge Preparation (N/A): The interview process for this role focuses on assessing customer support skills and cultural fit rather than technical challenges.

ATS Keywords: Customer Support, Problem Solving, Multitasking, Proactive, Collaboration, Communication, Customer Satisfaction, Issue Resolution, Cross-Functional Collaboration, Agile, Adaptability, Customer-Centric

📝 Enhancement Note: The interview process for this role focuses on assessing customer support skills, problem-solving abilities, and cultural fit. Candidates should prepare by reflecting on their customer support experience and practicing their communication and problem-solving skills.

🛠 Technology Stack & Web Infrastructure (N/A)

As this role is focused on customer support, a technology stack is not explicitly required. However, candidates should be comfortable using customer support software and tools, as well as collaborating with various departments using relevant technologies.

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Nivoda prioritizes customer satisfaction and ensures that the customer's voice is represented within the organization.
Proactive: The customer support team takes a proactive approach to issue resolution, anticipating customer needs, and driving continuous improvement.
Collaborative: Customer Support Executives work closely with various departments to gather information, troubleshoot issues, and ensure customer satisfaction.
Adaptable: Nivoda operates in a fast-paced, dynamic environment, requiring Customer Support Executives to embrace change and continuous learning.

Collaboration Style:

Cross-Functional Collaboration: Customer Support Executives work closely with various departments, such as sales, marketing, and product development, to gather information, troubleshoot issues, and drive product improvement.
Teamwork: The customer support team works together to maintain high customer satisfaction levels and drive personal and team growth through KPI improvement.
Knowledge Sharing: Nivoda encourages a culture of knowledge sharing and continuous learning, with Customer Support Executives contributing to the team's collective expertise and driving personal development.

📝 Enhancement Note: Nivoda's customer support team culture emphasizes collaboration, adaptability, and customer-centricity. Successful candidates will thrive in a dynamic, supportive, and collaborative environment focused on driving customer satisfaction and personal growth.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Adapting to Change: Nivoda operates in a fast-paced, dynamic environment, requiring Customer Support Executives to adapt to constant changes in products, processes, and customer needs.
Handling High Volumes: Customer Support Executives may need to manage high volumes of customer inquiries, requiring strong time management and prioritization skills.
Complex Issue Resolution: Some customer issues may be complex or challenging to resolve, requiring strong problem-solving skills and a proactive approach to issue resolution.

Learning & Development Opportunities:

Continuous Learning: Nivoda offers opportunities for professional growth through continuous learning, mentorship, and exposure to various aspects of the business.
Skill Development: Customer Support Executives can develop their skills in customer support, communication, problem-solving, and cross-functional collaboration.
Career Progression: With experience and strong performance, Customer Support Executives may progress to senior roles, such as Team Lead or Manager, or transition into related roles, such as Quality Assurance or Product Development.

📝 Enhancement Note: Nivoda's dynamic environment presents unique challenges and growth opportunities for Customer Support Executives, with a focus on adaptability, continuous learning, and personal development.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Prepare for scenarios-based questions that assess your customer support skills, problem-solving abilities, and communication effectiveness.
Problem-Solving: Be ready to discuss your approach to problem-solving, providing examples of challenging customer issues you've handled and the outcomes you achieved.
Adaptability: Demonstrate your ability to adapt to change and embrace continuous learning in a fast-paced, dynamic environment.

Company & Culture Questions:

Company Knowledge: Research Nivoda's business, industry, and company culture to demonstrate your understanding of the organization and its values.
Cultural Fit: Prepare examples that illustrate your alignment with Nivoda's customer-centric, collaborative, and adaptable culture.
Motivation: Articulate your motivation for pursuing a career in customer support and your long-term career goals.

Portfolio Presentation Strategy (N/A): As this role is focused on customer support, a portfolio is not required. However, candidates should be prepared to discuss their experience and achievements in customer support, providing examples of challenging situations they've handled and the outcomes they achieved.

📝 Enhancement Note: The interview process for this role focuses on assessing customer support skills, problem-solving abilities, and cultural fit. Candidates should prepare by reflecting on their customer support experience, practicing their communication and problem-solving skills, and researching Nivoda's business and company culture.

📌 Application Steps

To apply for this Customer Support Executive position:

Submit your application through the application link.
Tailor your resume and cover letter to highlight your customer support experience, skills, and achievements.
Prepare for the interview process by reflecting on your customer support experience, practicing your communication and problem-solving skills, and researching Nivoda's business and company culture.
Ensure you meet the location requirements for this remote role, as it is limited to candidates based in the United Kingdom.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Executive