Senior Support Executive at Nivoda - Remote Europe — Columbus
Traveler-Friendly Insight
Schedule & Timezone: This role runs Monday–Friday, 8am–5pm CET — a fixed, synchronous schedule with no async flexibility mentioned. If you're based in Western Europe (Portugal, Spain, UK), you'll be 0–1 hours off CET, making this very manageable. For nomads further east (e.g., Southeast Asia), the schedule translates to late-evening shifts, which is not ideal for that lifestyle.
Location Eligibility: The role is open to remote workers based anywhere in Europe. This suits digital nomads who base themselves in European countries. Popular nomad destinations that fit the CET window include:
- Lisbon, Portugal – WET (UTC+0/+1), 1 hour behind CET. Affordable, great infrastructure, and Portugal's D8 Digital Nomad Visa is available for non-EU citizens.
- Barcelona or Valencia, Spain – On CET directly. Excellent quality of life, strong co-working scene, Non-Lucrative or Digital Nomad Visa options for non-EU nationals.
- Tbilisi, Georgia – UTC+4, meaning the shift runs 12pm–9pm local. Feasible, and Georgia allows visa-free stays for most nationalities up to 365 days.
Perks for nomads: Unlimited holiday allowance provides flexibility for travel between contracts. No travel stipend or co-working budget is mentioned explicitly. The team is distributed across 8+ countries, signalling a genuinely remote-first culture — a good sign for location independence within Europe.
Key constraint: You must be resident in Europe — non-European bases are not supported by this role's scope.
Location: Remote in Europe
Working schedule: Mon – Fri, 8am – 5pm CET
Language Requirements: Native or full professional proficiency in English, Italian and French is required for this role. In addition, fluency in Spanish is highly desirable.
About Nivoda
Nivoda is a rapidly scaling global B2B diamond and gemstone marketplace connecting jewellery retailers with competitive, high-quality suppliers worldwide. Processing $300M+ in annual transactions and operating across multiple regions, Nivoda is transforming a $350B industry that has historically been slow to modernise.
Our platform gives businesses of all sizes — from independent jewellers to major retail chains — access to the world's best diamond and gemstone inventory, without the traditional barriers of capital, geography, or information asymmetry.
Our Mission
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.
The Team ⭐️
Our Customer Support team is the heartbeat of Nivoda's mission. We're highly attentive, customer-obsessed agents distributed across 8+ countries, dedicated to delivering exceptional service and seamless experiences 24/7 via live chat, phone, WhatsApp, and email. This is a team that thrives on responsiveness, continuous improvement, and deep cross-functional collaboration to solve personalised, nuanced needs of retailers across several regions.
About the Role
As a Senior Customer Support Executive at Nivoda, you'll play a vital role in ensuring our customers have a seamless journey with Nivoda. 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.
In addition to delivering exceptional customer support, you'll help onboard and train new joiners, provide guidance and coaching to colleagues, handle complex customer escalations, and assist with the day-to-day operations. Collaboration with all departments is key, making you the glue that binds our organisation together.
If you are a problem solver with a customer-centric approach to your work, this is an opportunity to make a real impact in a rapidly evolving industry.
What will you be doing?
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 to our valued clients.
Be measured through team KPIs, including resolution time and response time. You'll also have the autonomy to set your own KPIs, giving you the freedom to drive your personal and team growth.
Work together with other teams in the business to tackle root causes of customer issues.
Answer customer inquiries via live chat, WhatsApp, and email, handling day-to-day client issues.
Support the growth and success of the team by onboarding and training new joiners.
Coach colleagues and handle challenging case escalations.
Support with the running of day-to-day operations.
Work closely with teams across the business.
What do we need from you?
Minimum 5+ years experience in online customer support, live chat, and calls.
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, Italian and French.
Nice to have ✨
Zendesk experience is highly desirable.
Fluency in Spanish.
Our culture and what we offer
At Nivoda, we believe that employees today want to evolve in a collaborative, high-growth environment where they can demonstrate their abilities and thrive both professionally and personally. We work to create a culture of empowerment, continuous learning, and growth where everyone can bring their expertise, own projects, and easily measure their impact.
Enjoy a pleasant, low-hierarchy work environment and engage in intellectually challenging work that contributes significantly to Nivoda's success and scalability.
Our current benefits
- A vibrant company culture
- Remote work
- Plenty of opportunities for growth and learning
- Unlimited holiday allowance
- Chance to join and contribute to a company during its exponential expansion phase
Equal Opportunity
Nivoda is proud to be an equal opportunity workplace dedicated to promoting diversity. We don't discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. Even if it seems you don't meet 100% of our musts — don't let it stop you. We are all about finding the best talent out there! Skills can be learned, and embracing diversity is invaluable.
Please note: Our Talent Acquisition Team is international. We kindly ask you to submit your CV and application in English so that it can be reviewed correctly.
Not quite the right fit?
If after reading this job description you believe this is not the best fit for you, we'd encourage you to join our Nivoda Talent Pool so we can keep you in mind as new roles open up.
Frequently Asked Questions
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