Senior Customer Support Executive

Location: Remote in Europe; listed locations include the UK, Barcelona, Spain, and Madrid. Working schedule: Monday to Friday, 8am–5pm within your time zone.

Company

B2B diamond and gemstone marketplace connecting jewellery retailers with suppliers worldwide and processing more than $300M in annual transactions.

What you will do

• Answer customer inquiries through live chat, WhatsApp, and email.
• Resolve day-to-day client issues related to logistics, orders, and website bugs while maintaining swift response and resolution times.
• Handle complex customer escalations and act as the voice of the customer in internal discussions.
• Onboard and train new joiners, coach colleagues, and support daily team operations.
• Collaborate cross-functionally to identify and resolve the root causes of customer issues.
• Track team KPIs such as response and resolution time and define personal and team growth KPIs.

Requirements

• 5+ years of experience in online customer support, including live chat and calls.
• 100% ownership and a customer-first mindset.
• Strong organisation skills and the ability to multitask across different platforms.
• Proactive and forward-thinking approach.
• Assertive communication style and the ability to represent customer needs internally.
• Excellent cross-functional collaboration skills.
• Native or full professional proficiency in English, Italian, and French.

Nice to have

• Zendesk experience.
• Fluency in Spanish.

Culture & Benefits

• Remote work in a collaborative, high-growth environment.
• Empowerment, continuous learning, growth opportunities, and the ability to own projects and measure impact.
• Low-hierarchy environment with intellectually challenging work.
• Unlimited holiday allowance.
• Opportunity to contribute during a period of exponential company expansion.
• Inclusive equal-opportunity workplace focused on diversity.