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-oriented Customer Success Specialist to support the operational backbone of its Customer Success function. This role is primarily focused on Workforce Management (WFM) and Knowledge 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.