Job Description

Job Title: Goldstar - Customer Success Specialist, Digital Experience Location Tunis, Tunisia Reporting to: Global Director of Digital Experience

of Role:
The Digital Experience (DX) Customer Success Specialist plays a key role in ensuring 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 remove friction so users can fully leverage Goldstar’s digital ecosystem.

Acting as the voice of the customer, you will collaborate with Engineering, Sales, and the broader DX team to drive meaningful improvements, enhance platform usability, and strengthen the overall customer experience.

Performing the role in line with the Goldstar Values:
Family - Treating our customers and our Goldstar team members like family

Simplicity - Ensuring all of our solutions we supply for our customers are easy with no hassle

Delighting our customers – We make sure every customer enjoys working with us by exceeding their expectations and providing the highest level of customer service and a quality product.

Work hard, play hard - work hard, give our all, and at the same time love and enjoy what we do.

Primary responsibilities

Customer Onboarding & Enablement:

• 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.

Troubleshooting & Technical Support:

• 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.

Documentation & Education

• 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.

Proactive Customer Engagement

• 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.

Analytics & Insights

• Analyze user behaviour and system usage patterns to inform DX priorities and adoption strategies.
• Use data to identify friction points and trends that impact customer success.

Cross‑Functional Collaboration

• Partner with Sales to support customer adoption and ensure customers receive consistent guidance across teams.
• Work with Product, Engineering, and DX to translate customer needs into product improvements.

Feedback & Advocacy

• 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.

Requirements & Qualifications

• 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.

Our values

At Pens.com, we are guided by a set of core values that define our culture and approach to hiring:

Customers-First:

We are committed to delivering exceptional customer experiences, both internally and externally. By understanding and fulfilling customer needs, we create impactful solutions that leave a lasting impression.

Continuous Improvement:

We believe in the power of growth and evolution. Through open communication and a culture of innovation, we continuously strive to enhance our business and adapt to changing landscapes.

Goal-Oriented:

We set clear objectives, remain disciplined in execution, and hold ourselves accountable for achieving measurable goals. Our focus is on driving results and making meaningful progress.

Integrity:

We prioritize ethics in everything we do, ensuring that our actions are grounded in integrity and responsibility towards our planet, products, and people.

People-Centric:

We value and respect every member of our team, fostering an environment where diversity is celebrated, contributions are recognized, and growth is encouraged.

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. Please contact us to request accommodation - no applicant will be penalized as a result of such a request.

About Goldstar

Goldstar team operates in 5 continents, reflecting our dedication to meeting the unique needs of global clients while fostering strong local connections. By combining our international presence with tailored support, we deliver exceptional products and seamless service, building a community where shared growth and success thrive.

Goldstar is on a mission to redefine the branded gift and promotional merchandising experience. Through our partners, we’re helping brands make simpler and smarter buying decisions, create more meaningful connections, and deliver exceptional value at every step of the way. We’re continuously working on being better at everything we do, embracing a desire for ongoing transparency, innovation and growing our focus on sustainable development.

We’re committed to helping shape a better, brighter future—together

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