# Customer Success Specialist

> Avomind · Yerevan, Armenia (Hybrid) · Full-time · Posted 2026-07-22

**Workplace:** hybrid

**Department:** External - Commercial

## Description

### 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.

## Apply

[Apply at Avomind](https://apply.workable.com/avomind/j/5E7540A053/apply)

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