Senior Customer Support Executive (Ecommerce)

TL;DR

Senior Customer Support Executive (Ecommerce): Managing customer journeys and resolving complex operational issues for a global B2B diamond marketplace with an accent on logistics, order management, and cross-functional collaboration. Focus on optimizing response KPIs, onboarding new joiners, and handling high-level customer escalations.

Location: Remote in Europe (options in Barcelona, Madrid, and UK)

Company

hirify.global is a rapidly scaling global B2B diamond and gemstone marketplace connecting jewellery retailers with high-quality suppliers worldwide.

What you will do

• Resolve customer inquiries via live chat, WhatsApp, and email regarding logistics, orders, and website bugs.
• Support team growth by onboarding and training new joiners.
• Coach colleagues and manage challenging case escalations.
• Collaborate with internal departments to tackle root causes of recurring customer issues.
• Drive personal and team growth through the management of resolution and response time KPIs.

Requirements

• Minimum 5+ years of experience in online customer support, including live chat and calls.
• Native or full professional proficiency in English, Italian, and French.
• Must be based in Europe.
• Strong ownership, proactive mindset, and ability to multitask across different platforms.
• Excellent cross-functional collaboration and internal communication skills.

Nice to have

• Experience with Zendesk.
• Fluency in Spanish.

Culture & Benefits

• Remote work options and a low-hierarchy environment.
• Unlimited holiday allowance.
• Opportunities for continuous learning and professional growth in a high-growth scale-up.
• Intellectually challenging work contributing to company scalability.