Current Opportunities at Nivoda

What You'll Do

• Inspire and Onboard New Customers: Engage with high-potential prospects, understanding their unique needs, and crafting compelling narratives that position Nivoda as their go-to marketplace. Partner with SDRs to seamlessly transition leads into active buyers.
• Champion Customer Success: Serve as the trusted advisor to your clients, building deep, value-driven relationships. You will be their strategic partner, anticipating their needs and proactively driving solutions that deliver unmatched ROI.
• Drive Strategic Growth: Identify and execute on opportunities to expand and deepen client engagement through up-selling and cross-selling initiatives. You will turn customer success into business growth, aligning Nivoda’s offerings with the evolving needs of our clients.
• Collaborative Excellence: Work hand-in-hand with SDRs, TAMs, and CS teams to ensure every customer journey is seamless and every handoff is flawless. You will be the linchpin that aligns efforts across teams, driving efficiency and maximizing customer satisfaction.
• Data-Driven Performance: Leverage key metrics such as GMV, Active Buyers, First Purchases, Retention, Frequency, ARPU, and LTV to refine strategies, optimize performance, and contribute to the continuous improvement of our platform.
• Innovate for Impact: Actively collaborate with product teams, providing insightful customer feedback that drives innovation and positions Nivoda as the leader in the marketplace. You’ll be a catalyst for change, always pushing for better.

Basic Qualifications

• A passion for high-growth environments and a relentless drive to make things happen.
• Bachelor’s degree in Business, Marketing, or a related field.
• 4+ years of experience in a B2B customer-facing role, with a proven track record of exceeding sales targets and driving customer success.
• Exceptional communication, negotiation, and relationship-building skills.
• A collaborative mindset with a demonstrated ability to work effectively across teams.
• Proficiency in CRM software (preferably Hubspot) and an analytical approach to decision-making.

Preferred Qualifications

• Experience in the B2B marketplace, tech industry, or luxury goods market.
• Strong data analytics skills, with a history of using insights to drive business decisions.
• Advanced knowledge of sales methodologies and customer lifecycle management.
• Experience in driving strategic initiatives in a rapidly scaling environment.

Objectives and Key Results (OKRs)

• [Hero OKR] GMV Growth: Accelerate Gross Merchandise Volume by significantly increasing the number of Active Buyers.

  • KRs: Secure a minimum of 2 First Purchases per week, achieve a +45% 30-day retention rate, and drive a transaction frequency of 10 per month.

• ARPU & LTV Optimisation: Elevate the Average Revenue Per User and Customer Lifetime Value through strategic upsell and cross-sell initiatives.

  • KRs: Drive a 10% increase in ARPU by successfully introducing new products and services to clients.

• Customer Delight & Retention: Ensure Nivoda’s customers are not just satisfied but delighted, reducing churn and enhancing long-term engagement.

  • KRs: Collaborate with CS to maintain a customer NPS above 92%, ensuring rapid response to customer needs.

• Seamless Collaboration: Foster tight alignment and zero friction in the handoffs between SDRs, TAMs, and Ops teams, ensuring a unified and efficient customer journey.

  • KRs: Achieve 100% efficiency in process handoffs, eliminating any latency or bottlenecks.

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What you’ll do:

• 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, and staying ahead of the curve with new product releases enabling you to deliver the best possible experience to our valued clients.
• You will be measured through team KPIs, including resolution time and response time. You'll have the autonomy to set your own KPIs, giving you the freedom to drive your personal and team growth.
• Answer customer inquiries via live chat, WhatsApp, and email, handling day-to-day client issues.

What you’ll need:

• Minimum 2 years experience in online customer support, live chat, and calls.
• Organised and able to multitask across different platforms
• Proactive and forward thinking
• Assertive nature and ability to be the voice of the customer when communicating internally
• Excellent cross-functional collaboration skills

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About the role

• At Nivoda, we're passionate about pushing the boundaries of innovation to empower our customers in the online jewelry industry. As a React Native Engineer, you'll be at the forefront of this mission, collaborating directly with our business stakeholders and engineers to architect, develop, and launch groundbreaking products. Your expertise will be instrumental in driving the next generation of industry-leading solutions, transforming how jewelry is bought and sold online.

The impact you will have on the role:

• Drive the expansion of Nivoda's category offerings, mainly jewelry, on our hybrid mobile app. 
• Collaborate with Senior React Native engineers within the team to identify and prioritise customer requirements.
• Design, develop, and maintain high-performance customer-centric features around category expansion, ensuring scalability, reliability, and security.
• Ensure adherence to best practices, coding standards, and quality guidelines throughout the development lifecycle.
• Troubleshoot and resolve complex technical issues, providing timely support to internal teams and external customers.
• Stay up-to-date on emerging technologies, industry trends, and best practices, proactively identifying opportunities to enhance Nivoda's platform.

Your qualifications and experience:

• Proficiency in JavaScript, React Native, Expo, and their core principles, with a deep understanding of their ecosystems and best practices with minimum relevant experience of 2+ years.
• Experience working in TypeScript and state management libraries like Zustand or Redux.
• Strong working knowledge of integrating third-party libraries and APIs, as well as working with database schemas and queries.

Experience working with 

• build tools like EAS, and native tools like XCode & Android Studio (Gradle)
• automated testing suites like Jest or Cypress
• Basic understanding of GraphQL APIs, micro-frontend & microservices architecture, and distributed systems.
• Excellent problem-solving skills and a passion for tackling complex technical challenges.
• Strong communication skills, with the ability to effectively collaborate within engineering team.
• Experience with native mobile application development and AWS Cloud Platform is a bonus.
• B.S., M.S. or equivalent degree in Computer Science, Computer Engineering or Information Technology.