Customer Success Specialist

  • Currency Cloud
  • New York, NY, United States
  • Jul 19, 2017
Full time Customer Service

Job Description

About the role...

Salary: Dependent on experience + competitive benefits package

Responsible for providing day-to-day support and exceptional customer service for our client base. Customer Success Specialists contribute valuable insight through analysing client usage and working closely with the Account Management Team to identify improvements.

The details...


  • Handle phone queries and support tickets, as well as internal support tickets
  • Cover complaints and crisis management
  • Manage various trading tasks including phone trades, cancellations and trade amends
  • Troubleshoot technical/operational issues
  • Proactively provide training and demonstrations
  • Provide usage analysis and trend input to Relationship Managers
  • Share client feedback with the Product team and Relationship Managers
  • Run Service Level Reviews (SLRs) with clients to improve effectiveness from both sides
  • Test new product changes and assist in product development
  • Maintain expert knowledge of internal systems/processes and a sound understanding of the FX market
What skills & experience do I need?
  • FX experience essential
  • Payments experience preferred
  • Minimum one-year experience in a customer facing role
  • Ability to develop and maintain strong client relationships
  • Perform well under pressure, with outstanding organization and ability to prioritize
  • Excellent communication skills both written and verbal
  • Excellent team working skills, ability to manage own workload and tenacious attention to detail
  • Comfortable working in a start-up environment
  • Have an interest in the payments, financial services, technology or FX industry