CX Specialist

19 hours ago

Sydney, New South Wales, Australia BID Operations Full time $90,000 - $120,000 per year

*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.
  • Drive speed-to-market metrics: reduce onboarding turnaround times, increase instant approvals, and minimise incomplete applications.
  • Collaborate with internal teams (Back Office, Marketing, Compliance) to deliver a smooth client experience.
  • Success will be measured by faster turnaround times, higher verification approval rates, and seamless support that moves clients quickly from application to first deposit.

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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