Cx Specialist

17 hours ago

Sydney, Australia BID Operations Full time

**About the Company**:
At BID Operations, we are passionate about supporting our clients in their journey towards success. Our mission is to empower you to thrive by handling the essential yet time-consuming aspects of your business operations, allowing you to concentrate on strategic growth and innovation.

**About the role**:
We are seeking two Customer Experience (CX) Specialists to join our Sydney team, supporting the client lifecycle across **Onboarding, Account Management, and Retention**. These roles are pivotal in shaping our clients’ first impressions, building long-term relationships, and ensuring satisfaction throughout their trading journey.

Each specialist will initially join as a **Customer Experience Specialist (Phase 1)**, with clear progression pathways into leadership or specialist tracks, including Onboarding Team Lead, Account Manager (IBs & HNW), Customer Success Manager (Retail), or Retention Specialist.

This opportunity is ideal for professionals with strong interpersonal and communication skills, a client-first mindset, and experience in financial services or trading environments.

**Responsibilities**:
**Client Onboarding Support**
- Guide clients seamlessly through the account creation and verification (KYC) process.
- Manage expectation-setting with clear, intuitive communication.
- Collaborate with internal teams (Back Office, Marketing, Compliance) to deliver a smooth client experience.

**Account Management Support**
- Act as the bridge between clients and the business, balancing satisfaction with profitability.
- Handle product queries, escalations, and requests across retail clients, IBs, and HNW accounts.
- Support trading product triage and ensure client demands align with commercial strategy.
- Monitor and optimise client satisfaction (CSAT) while protecting broker P&L.
- Success will be defined by improving client satisfaction, resolving product-related requests efficiently, and driving sustainable increases in trading activity.

**Retention Support**
- Contribute to client retention and loyalty strategies.
- Monitor churn, inactive days, and re-engagement rates.
- Support reward store adoption, trading frequency, and daily login activity.
- Help design initiatives that build client stickiness and long-term loyalty.
- Success will be achieved through reducing client churn, boosting engagement frequency, and strengthening loyalty across the client lifecycle.

**Requirements**:

- Excellent customer service and interpersonal skills.
- Patient, persistent, and highly detail-oriented.
- Exceptional written and verbal communication.
- Strong collaboration skills; able to work across onboarding, back office, and marketing teams.
- Fundamental knowledge of FX, CFD and trading products.
- Marketing background with a data-driven mindset (preferred for future phase).

**Benefits**
- Join a dynamic and expanding global FX brokerage, where you can influence the client experience from start to finish.
- Enjoy transparent career advancement opportunities leading to both leadership and specialized positions.
- Receive a competitive salary that reflects industry standards.
- Thrive in a cooperative, fast-moving, and innovative workplace atmosphere.

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