Specialist Customer Success📣 Job Ad

About the Customer Success Specialist Role

Starlinks is seeking a Customer Success Specialist to manage assigned customer accounts and ensure an outstanding customer experience throughout their lifecycle. This full-time position, based in Riyadh or Jeddah, requires 2-5 years of experience. The Specialist will act as the primary liaison between customers and Starlinks, collaborating with internal teams to drive service excellence and customer satisfaction.

Core Responsibilities

The Customer Success Specialist is responsible for building and maintaining strong, long-term customer relationships. This involves understanding customer business requirements, providing regular updates, and conducting meetings and business reviews. A key aspect of the role is to monitor customer satisfaction, manage expectations proactively, and support onboarding and implementation activities. The Specialist will develop action plans to enhance customer experience and account performance.

Operational Coordination and Issue Resolution

This role requires close daily coordination with Warehouse, Transportation, Operations, Finance, and Commercial teams. Responsibilities include following up on inbound, outbound, inventory, transportation, and delivery activities, ensuring customer requests are met within agreed timelines, and tracking operational issues until full resolution. Escalating critical issues when necessary is also a key duty.

Performance Monitoring and Reporting

The Customer Success Specialist will monitor customer KPIs and contractual Service Level Agreements (SLAs), track operational performance, and investigate SLA breaches to coordinate corrective actions. Maintaining customer performance scorecards, supporting continuous improvement initiatives, and managing customer complaints from receipt to closure are integral to this function. This includes coordinating investigations, performing root cause analysis, and keeping customers informed throughout the resolution process.

Commercial Support and Service Improvement

The role involves supporting billing validation and operational charge verification, monitoring manual trackers for overtime and additional charges, and identifying missed billable services and revenue opportunities. The Specialist will also support collection activities when required and identify opportunities for additional services, referring them to the Commercial team. Sharing customer feedback with internal stakeholders to improve service delivery and recommending process improvements are also expected.

Qualifications and Experience

Candidates should possess 2-5 years of experience in a customer-facing role, preferably within a logistics or supply chain environment. The ability to build strong relationships, understand operational needs, and communicate effectively with both customers and internal teams is essential. Experience in monitoring performance metrics, resolving issues, and contributing to service improvement initiatives is required.