Helpdesk & Customer Success Operations Agent

At Regnology our greatest asset is our people. We value diversity and foster an inclusive environment that supports learning, safety, and growth. By investing in our team, listening to customers, and encouraging creativity, we drive continuous innovation and improvement.
We offer a flexible, innovative environment where your ideas matter and your career can thrive.
Regnology is a global leader in regulatory reporting, helping financial institutions, regulators, and tax authorities improve data quality, efficiency, and cost savings. Our mission: to safeguard financial markets through smarter, future-ready solutions.

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.
• Familiarity with AI concepts and its potential application in a business environment.

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.

To get a first impression, we only need your CV and look forward to meeting you in a (personal/virtual) interview!
Recognizing the benefits of working in diverse teams, we are committed to equal employment opportunities regardless of gender, age, nationality, ethnic or social origin, disability, and sexual identity.
Are you interested?
https://www.regnology.net 

Apply now!