Helpdesk & Customer Success Operations Agent - Tunis

What you'll do:
Do you excel at organization and enjoy helping others? Become a Helpdesk & Customer Success Operations Agent and be the first point of contact for our clients, managing support tickets and assisting our Customer Success Managers with operational tasks. In our fast-paced, expanding company, you’ll have the opportunity to wear multiple hats, adapt to new challenges, and grow your skills in a supportive environment — with a hybrid setup in Tunis, Tunisia.

Why we should decide on you:
We are looking for a structured, reliable, and detail-oriented individual to join our Customer Success team as a Helpdesk & Customer Success Operations Agent. In this role, you will serve as a first-line contact for client support, while contributing to 24/7 global service coverage as part of a Follow the Sun (FTS) model.
As one of the first hires in your region, you will play a key role in helping us scale our support presence, streamline helpdesk operations, and provide back-office support to Customer Success Managers (CSMs). This is a role for someone who thrives in a fast-moving, international environment and wants to help improve the way we support and serve our clients.

Key Responsibilities: 
Helpdesk & Client Support: 
• Act as the first point of contact for client inquiries via platforms like Jira Service Desk, Zendesk, or similar. 
• Triage and route tickets efficiently to the right internal teams, ensuring high-quality data capture and follow-up. 
• Monitor ticket queues, track resolution status, and escalate time-sensitive issues where needed. 
• Keep all client interactions and internal updates well-documented and easy to follow. 

Customer Success Operations: 
• Provide back-office support to Customer Success Managers (CSMs) through CRM maintenance, meeting coordination, follow-up tracking, and internal workflows. 
• Help ensure accurate records and consistent updates across systems for full customer visibility. 
• Assist in improving internal CS processes, templates, and playbooks as the organization scales. 

Global Coordination & Internal Operations: 
• Participate in a rotating on-call schedule to support time-sensitive tickets outside regular hours. 
• Ensure seamless handover and coordination with other regions as part of the Follow the Sun support model. 
• Contribute to internal reporting, operational documentation, and data entry tasks with a high standard of accuracy. 
• Identify recurring patterns or inefficiencies in workflows and suggest improvements. 

Additional Scope (Where Applicable): 
• Occasionally assist with basic SaaS platform tasks, such as user access, permission changes, or routine configuration support. 
• Triage SaaS-related requests accurately and route them to the appropriate product or support teams. 
• Help refine internal FAQs and routing logic based on ticket experience. 

Why we should decide on you: 
• Bachelor’s degree in Information Technology, Busineiss Administration, or a related field (preferred, but equivalent experience is acceptable) 
• Experience in helpdesk, IT support, customer support, or other service-oriented roles is a plus. 
• Experience working with ticketing systems, CRM platforms, or internal workflow tools. 
• Proven ability to manage and prioritize multiple requests with structure and attention to detail. 
• Strong written and verbal communication skills in English.  
• Willingness to participate in on-call or weekend coverage as part of a global rotation. 

Your Key Attributes:
• Highly organized and detail-oriented, with a strong sense of ownership and responsibility. 
• Brings structure and clarity to complex or ambiguous workflows. 
• Calm, dependable, and service-oriented, even under pressure. 
• Enjoys building efficient internal processes and improving day-to-day operations. 
• Works well across time zones and cultures, and is comfortable in a globally distributed team. 
• Curious and motivated to grow into broader Customer Success operations, enablement, or support coordination roles.

Why you should decide on us:
• Let’s grow together, join a market leading SaaS company – our agile character and culture of innovation enables you to design our future.
• We provide you with the opportunity to take on responsibility and participate in international projects. 
• In addition to our buddy-program, we offer numerous individual and wide-ranging training opportunities during which you can explore technical and functional areas. 
• Our internal mobility initiative encourages colleagues to transfer cross functionally to gain experience and promotes knowledge sharing.
• We are proud of our positive working atmosphere characterized by a supportive team across various locations and countries and transparent communication across all levels. 
• Together we're better - meet your colleagues at our numerous team events.