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Nivoda

Senior Customer Support Executive

Nivoda

. Resolve customer issues and ensure swift response times .

Posted 11/10/2026contractRemote • United KingdomSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in online customer support with a focus on live chat and calls, while effectively managing customer inquiries and issues across multiple platforms. Proficient in setting and measuring KPIs to enhance team performance and drive customer satisfaction.

Highest-signal resume keywords
5+ Years Experience In Online Customer SupportZendesk ExperienceNative Or Full Professional Proficiency In English, Italian, And FrenchCross-Functional Collaboration SkillsCustomer-First Mindset

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Online Customer SupportLive ChatCall HandlingKPI MeasurementLogistics Issue ResolutionWebsite Bug TroubleshootingProactive Problem SolvingMultitasking Across PlatformsCustomer Issue Escalation ManagementOnboarding And Training
Soft Skills
Assertive CommunicationOrganizational SkillsProactivityCoaching And MentoringCollaboration
Tools & Technologies
Zendesk
Industry Keywords
Customer SupportClient IssuesFast-Paced EnvironmentTeam KPIsVoice Of The Customer

Tech Stack

Tools & technologies
Swift

About the role

Key responsibilities & impact
  • Resolve customer issues and ensure swift response times
  • Answer customer inquiries via live chat, WhatsApp, and email
  • Handle day-to-day client issues related to logistics, orders, and website bugs
  • Serve as the voice of the customer internally
  • Adapt to product releases and constant changes in a fast-paced scale-up environment
  • Measure performance through team KPIs, including resolution time and response time
  • Set personal and team KPIs to drive growth
  • Work with other teams to tackle root causes of customer issues
  • Onboard and train new joiners
  • Coach colleagues
  • Handle challenging case escalations
  • Support day-to-day operations
  • Collaborate closely with teams across the business

Requirements

What you’ll need
  • 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
  • Native or full professional proficiency in English is required
  • Native or full professional proficiency in both English, Italian and French is required
  • Immediate start required
  • Must currently reside in the United Kingdom
  • CV and application must be submitted in English

Benefits

Comp & perks
  • Remote work
  • Plenty of opportunities for growth and learning
  • Unlimited holiday allowance
  • Vibrant company culture
  • Dynamic working environment in a rapidly growing company
  • Pleasant, low-hierarchy work environment
  • Intellectually challenging work contributing to Nivoda's success and scalability
  • Chance to join and contribute to a company during its exponential expansion phase