Customer Success Specialist

Description

We are seeking a highly organized and detail-oriented Customer Success Specialist to support the operational backbone of the wider department. This role is primarily focused on Workforce Management (WFM) and Knowledge Management (Help Centre ownership), ensuring our teams are well-resourced, efficient, and enabled with accurate, scalable content.

You will play a key role in optimizing team performance, maintaining high-quality customer-facing resources, and supporting operational excellence across the department. You will also occasionally support Sales Enablement initiatives as needed.

Key Responsibilities

1. Workforce Management (Primary Focus)

• Own and manage WFM processes for Customer Services teams, including:

• Forecasting demand based on customer volume, seasonality, and trends

• Capacity planning and resource allocation

• Scheduling and workload distribution

• Monitor real-time performance against SLAs, KPIs, and productivity targets

• Identify gaps and recommend process improvements to optimize efficiency and service quality

• Partner with CS leadership to support headcount planning and scaling strategies

• Maintain reporting dashboards and provide regular insights on performance and utilization

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

• Own the end-to-end lifecycle of Help Centre content:

• Creation, editing and publishing

• Ensure all content is 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 optimization initiative

• Establish and enforce content standards, taxonomy, and governance

3. Sales Enablement Support (Secondary Responsibility)

• Provide ad hoc support to Sales Enablement initiatives, including:

• Creatio Support

• Assignment logic

Qualifications

Skills & Qualifications

• 3–5 years of experience in Customer Success Operations, Support Operations, or similar roles

• Strong hands-on experience with Workforce Management (WFM), forecasting, or operations planning

• Strong analytical mindset with experience using data to drive decisions (Excel, BI tools, etc.)

• Excellent written communication skills, with the ability to simplify complex topics

• Highly organized with strong attention to detail and ability to manage priorities

What We’re Looking For

• An operations-focused individual who thrives on structure, data, and process optimization

• Someone with a strong ownership mindset and attention to detail

• A collaborative team player who can work cross-functionally with ease

• A continuous improvement mindset with a focus on scalability and efficiency

The hiring employer is Altaris Services Limited registered in Armenia.

Company օverview

Address

3/17, Hakob Hakobyan Street, Yerevan

Number of employees

151-500

Website

https://www.exinity.com/

In the fast-growing economies of the world, there's a new generation of ambitious younger people eager to gain financial independence and we’re here to make this potential a reality by empowering them with the Freedom to Succeed.

We empower them with guidance, tools, and easy market access so they can trade and invest with confidence. We aim to make our clients their own wealth manager: empowered to create investment strategies and make investment decisions effortlessly, in their own time, on their own terms, in their own way.

Founded in 1998 to offer online trading for retail clients, the Exinity Group is now over 25 years old and has provided leveraged trading to over 2 million customers through our global power brands, including FXTM and Nemo, giving them access to equity, commodity and FX markets across the Middle East, Asia, and Africa.

Exinity is an energetic and diverse company with central offices in the UAE, Cyprus and the UK, plus a number of smaller hubs globally. We’re always looking for talented individuals to join us. ‘Freedom to Succeed’ is not just a promise we make to our clients and partners, but to our people too. We’ll help you develop a range of skills, take on early responsibility, and enjoy a rewarding and fulfilling career with a fast-growing, dynamic company.

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Benefits

Annual salary review

Corporate events

Medical insurance

Reward system

Personal accident, death, illness insurance

Trainings

Paid day-offs

Parental leave