Customer Success Specialist

Company Description

Tawrida is a trade operations platform designed for agri-business and FMCG distributors, manufacturers, and exporters, replacing fragmented tools with a unified bilingual (English/Arabic) system. The platform supports field and van sales teams with visit tracking, route mapping, and an offline mobile app that syncs seamlessly when back online. Back-office teams use Tawrida to manage multi-branch inventory, tier-based pricing, order processing, invoicing, accounts receivable, collections, and point-of-sale activities. Exporters rely on Tawrida to run the full export pipeline from proforma invoice through vessel, including ACID, letters of credit, certificates of origin, and customs documentation. Built specifically for trade in Egypt and the wider region, Tawrida provides real-time visibility across warehouses, trucks, and ports to improve operational efficiency and decision-making.

Role Description

The Customer Success Specialist is a full-time hybrid role responsible for helping customers achieve value from Tawrida’s platform across their sales, back-office, and export operations. This role includes onboarding new customers, leading product walkthroughs, and configuring workflows that match real-world trade processes. The specialist will respond to customer inquiries, troubleshoot issues, escalate technical problems when needed, and proactively monitor accounts to drive platform adoption and satisfaction. Day-to-day tasks involve gathering feedback, documenting common use cases, collaborating with product and engineering teams, and contributing to knowledge base articles and training materials. The role also includes tracking customer health metrics, identifying upsell or expansion opportunities, and supporting customers during peak operational periods.

Qualifications

• Strong customer-facing abilities, including Customer Service and Customer Support skills to assist users across sales, back-office, and export operations.
• Clear and professional Communication skills, with the ability to explain workflows and product features to diverse stakeholders.
• Focus on Customer Satisfaction, with a proactive approach to understanding customer goals and resolving issues effectively.
• Applied Analytical Skills to interpret usage data, identify patterns, and recommend improvements in customer workflows and platform adoption.
• Experience in SaaS, B2B software, or operational platforms; familiarity with trade, logistics, or FMCG/agri-business is an advantage.
• Ability to work independently in a remote environment, manage multiple customer accounts, and prioritize tasks in a fast-paced setting.
• Comfort with documentation and process improvement, including creating guides, FAQs, and internal playbooks.
• Fluency in English; Arabic language skills and experience with bilingual customer interactions are highly beneficial.