National Pen Tunisia is looking for a Customer Success Specialist to ensure our customers successfully adopt and use Goldstar’s digital tools, APIs, and self‑service capabilities. You will guide customers through onboarding, provide first‑line technical support, and act as the voice of the customer to drive meaningful improvements across the digital ecosystem.
What You'll Do
- Guide customers through onboarding for Goldstar’s digital tools and APIs.
- Ensure users can successfully log in, authenticate, and access self‑service features.
- Manage customer registration requests for simplygoldstar.com.
- Provide first line support for digital and technical issues, delivering clear guidance and solutions.
- Escalate issues to Engineering with complete, actionable details.
- Partner closely with Engineering to ensure timely resolution and a seamless customer experience.
- Create onboarding guides, FAQs, and how‑to materials for both internal and external audiences.
- Maintain accurate records of customer issues, resolutions, and follow‑up actions.
- Reach out to customers to assess satisfaction, identify adoption challenges, and increase awareness of digital tools.
- Identify opportunities for improved usage, automation, and self‑service activation.
- Analyze user behaviour and system usage patterns to inform digital experience priorities and adoption strategies.
- Use data to identify friction points and trends that impact customer success.
- Partner with Sales to support customer adoption and ensure customers receive consistent guidance across teams.
- Work with Product, Engineering, and digital experience teams to translate customer needs into product improvements.
- Collect, synthesize, and communicate customer feedback to influence the digital roadmap.
- Make informed recommendations on the prioritization of enhancement requests.
- Track progress of open customer requests and keep stakeholders updated.
What We're Looking For
- Previous experience in a customer‑facing role.
- Previous experience with data analysis.
- Experience building strong relationships in a customer‑facing role.
- Ability to interpret data and identify trends, issues, and opportunities.
- Comfortable collaborating with both technical and non‑technical teams.
- Demonstrated ability to manage multiple priorities and maintain organized, accurate records.
- Familiarity with project and task management tools (e.g., Asana, Trello, Jira, Microsoft Project) and productivity suites (Microsoft 365, Google Workspace).
- No formal technical background required; curiosity and willingness to learn new technologies are essential.
Team & Environment
You will report to the Global Director of Digital Experience and collaborate closely with Engineering, Sales, and the broader Digital Experience team.
Work Mode
This is an onsite position based in Tunis, Tunisia.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
