Senior Customer Support Executive

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Address customer concerns and ensure prompt response times

• Respond to customer queries through live chat, WhatsApp, and email

• Manage daily client issues related to logistics, orders, and website glitches

• Act as the representative of the customer within the organization

• Adjust to product launches and ongoing changes in a fast-paced scaling environment

• Evaluate performance using team KPIs, such as resolution time and response time

• Establish personal and team KPIs to foster growth

• Collaborate with other teams to identify and resolve root causes of customer issues

• Onboard and mentor new team members

• Provide coaching to colleagues

• Manage escalations of complex cases

• Support daily operations

• Work closely with teams throughout the organization

⛳️ Requirements

• At least 5+ years of experience in online customer support, live chat, and phone interactions

• Proficiency in Zendesk

• Strong sense of ownership and a customer-first approach

• Excellent organizational skills and ability to multitask across various platforms

• Proactive and forward-thinking attitude

• Assertive demeanor with the capability to advocate for the customer in internal communications

• Exceptional cross-functional collaboration abilities

• Native or full professional proficiency in English is mandatory

• Native or full professional proficiency in English, Italian, and French is required

• Immediate availability is necessary

• Must currently reside in the United Kingdom

• CV and application must be submitted in English

🏝️ Benefits

• Opportunity to work remotely

• Ample opportunities for professional growth and development

• Unlimited vacation allowance

• Energetic company culture

• Fast-paced working environment in a rapidly expanding company

• Friendly, low-hierarchy workplace

• Intellectually stimulating work that contributes to Nivoda's success and growth

• Opportunity to join and make an impact in a company during its rapid expansion phase