Customer Success Specialist

Company Description

Our client is a global organization operating within the financial services and trading industry, providing individuals with access to a wide range of financial markets, including equities, commodities, and foreign exchange.

With over two decades of experience, the company has built a strong international presence, serving a diverse customer base across multiple regions. It operates through a portfolio of established brands and continues to expand its global footprint.

The organization focuses on delivering user-friendly platforms, efficient services, and reliable support to help clients navigate financial markets. With offices across key international hubs, it offers a dynamic and multicultural working environment with opportunities for professional growth.

About the Role

Our client is seeking a highly organized and detail-orientedCustomer Success Specialist to support the operational backbone of its Customer Success function. This role is primarily focused onWorkforce Management (WFM) andKnowledge Management (Help Centre ownership), ensuring customer-facing teams are well-resourced, operationally efficient, and equipped with accurate, scalable content.

The successful candidate will play a key role in optimizing team performance, maintaining high-quality customer-facing resources, and driving operational excellence across the department. The role will also provide occasional support to Sales Enablement initiatives as needed.

Key Responsibilities

1. Workforce Management (Primary Focus)

• Own and manage Workforce Management (WFM) processes for Customer Services teams, including:
• Forecasting customer demand based on volume, seasonality, and trends.
• Capacity planning and resource allocation.
• Scheduling and workload distribution.
• Monitor real-time performance against SLAs, KPIs, and productivity targets.
• Identify operational gaps and recommend process improvements to optimize efficiency and service quality.
• Partner with Customer Services leadership on headcount planning and team scaling strategies.
• Maintain reporting dashboards and provide regular insights on team performance and resource utilization.

2. Knowledge Management & Help Centre Ownership (Primary Focus)

• Own the end-to-end lifecycle of Help Centre content, including:
• Content creation, editing, and publishing.
• Ensuring all content remains accurate, up to date, and aligned with product updates and customer needs.
• Monitor content performance (e.g. deflection rate, article usefulness, search success) and drive continuous optimization initiatives.
• Establish and maintain content standards, taxonomy, and governance to ensure consistency and quality.

3. Sales Enablement Support (Secondary Responsibility)

Provide ad hoc support to Sales Enablement initiatives, including:

• Creatio support.
• Assignment logic administration and optimization.

Skills & Qualifications

• 3 to 5 years of experience in Customer Success Operations, Support Operations, Workforce Management, or a similar operational role.
• Strong hands-on experience with Workforce Management (WFM), forecasting, capacity planning, or operations planning.
• Strong analytical mindset with experience using data to drive operational decisions (e.g. Excel, BI tools, dashboards).
• Excellent written communication skills with the ability to simplify complex topics into clear, user-friendly content.
• Highly organized with exceptional attention to detail and the ability to manage multiple priorities effectively.

What We're Looking For

• An operations-focused professional who thrives on structure, data, and process optimization.
• Someone with a strong sense of ownership and exceptional attention to detail.
• A collaborative team player who can work effectively across multiple functions and stakeholders.
• A continuous improvement mindset with a focus on scalability, operational excellence, and efficiency.