CX Specialist

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.