Trade For More
Customer Success Officer
Location
Colombia
Posted
3 days ago
Salary
0
Seniority
Mid Level
Job Description
Customer Success Officer
Libertex Group
• Conduct quality assessments of customer interactions across multiple communication channels, including live chats, emails, phone calls. • Perform regular quality reviews using automated monitoring tools and manual evaluation methodologies. • Assess communications against internal quality standards, compliance requirements, regulatory expectations, and customer service best practices. • Monitor the quality of interactions handled by Customer Support, Customer Care Teams. • Identify performance gaps, recurring issues, and opportunities for process improvement. • Provide detailed quality evaluations, reports, and actionable recommendations to team leaders and management. • Conduct regular 1:1 coaching and feedback sessions with agents based on quality monitoring results, ensuring adherence to company standards, regulatory requirements, and customer service excellence. • Support employee development by providing constructive feedback and guidance on communication quality and customer interaction standards. • Prepare quality scorecards, performance reports, and trend analyses. • Create, maintain, and update internal procedures, quality guidelines, evaluation criteria, and operational documentation in English. • Participate in calibration sessions to ensure consistency and accuracy of quality assessments. • Collaborate closely with the Global Head of Customer Success to drive continuous improvement initiatives. • Contribute to the development and optimization of quality assurance processes and automated quality monitoring systems. • Ensure consistency, professionalism, and accuracy across all customer-facing communications
Job Requirements
- Minimum 2 years of experience in a Quality Control, Quality Assurance, or Quality Monitoring role within a Forex, CFD, Brokerage, Financial Markets, or FinTech company.
- Strong understanding of Forex and CFD products, trading platforms, brokerage operations, and customer lifecycle management.
- Proven experience evaluating chats, emails, phone calls, and client interactions against established quality standards.
- Fluent English (C1- level) with excellent written and verbal communication skills.
- Strong business writing skills with the ability to create professional documentation, procedures, presentations, and operational guidelines in English.
- Experience conducting quality reviews, providing feedback, and coaching employees based on performance assessments.
- Excellent analytical, organizational, and problem-solving skills.
- Strong attention to detail and ability to work with large volumes of information.
- Experience using CRM systems, ticketing platforms, and quality monitoring tools.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
Benefits
- Quarterly bonuses based on Company performance
- 21 working days of annual leave
- Corporate events and team building activities
- Udemy Business unlimited membership & language training courses
- Professional and personal development opportunities in a fast-growing environment
Related Guides
Related Job Pages
More Customer Success Manager Jobs
• Manage post-sale relationships for healthcare clients using SuperDial’s AI solutions across RCM functions including eligibility, prior auth, claims follow-up, and denial management. • Drive onboarding and implementation, ensuring workflows are configured to improve revenue capture and reduce administrative burden. • Monitor key RCM performance metrics such as denial rates, claim turnaround time, and reimbursement efficiency. • Provide technical support by troubleshooting integrations (EHR/PM systems), reviewing logs, and partnering with engineering to resolve issues. • Deliver customer training on best practices for AI adoption and revenue cycle optimization. • Identify opportunities to expand usage of SuperDial’s automation capabilities within existing workflows. • Escalate and track customer issues, ensuring timely resolution and high satisfaction.
Senior Manager, Customer Success
ExpelLeading MDR provider trusted by some of the world’s top brands to expel adversaries, minimize risk, & build resilience.
• Lead, coach, and develop a team of CSMs across multiple levels and geographies; meet people where they are and systematically raise their game in value communication, renewal execution, and stakeholder engagement • Own ABR and DBGR outcomes for your team’s portfolio; drive forecast accuracy and hold the team accountable for surfacing and addressing renewal risks early • Coach CSMs through the full renewal cycle — from health monitoring and success planning to commercial negotiation and close • Set clear performance expectations and manage to them with both directness and care • Maintain active visibility into customer health; make sure the right conversations are happening at the right cadence and quality • Partner with TAM, SSE, TSE, Support, and Product to connect your customers with the technical depth they need • Be present for your team and your customers when it matters — including across time zones and through escalations
• You create a culture of alignment, collaboration, and accountability with our client stakeholders to drive loyalty. • Deliver and communicate business results and impact to drive high levels of client retention and support new expansion opportunities. • Conduct regular meetings and business reviews to monitor progress and success of the overall client relationship. • Leverage best-practices to enable optimal client engagement, satisfaction and results that meet the client’s business objectives. • Create client relationships where they are champions of Force who provide references, case studies, and testimonials. • Proactively identify expansion opportunities within your client base and engage your aligned Strategic Account Executive to drive expansions forward. • Act as the voice of the client within the company, advocating for their requests and feedback.
Customer Success Manager
CooperCompaniesA leading global medical device company committed to advancing healthcare through CooperVision and CooperSurgical.
• Support onboarding of new accounts, aligning goals, KPIs, and training needs. • Assess clinic and patient workflows and recommend process improvements. • Lead clinical experience projects aligned with Genomics roadmap priorities. • Gather customer feedback and document areas needing workflow or system enhancements. • Provide support for digital platform integrations and related technical processes. • Maintain project plans and deliver consistent status updates. • Collaborate with cross-functional teams to execute customer-focused initiatives. • Train clinics on new processes and collect feedback for continuous improvement. • Participate in strategic customer meetings and help identify expansion opportunities. • Act as the voice of the customer to guide product and service enhancements. • Provide best-practice guidance both virtually and on site; support NA Clinical Application Scientists. • Support investigations of embryology-related customer complaints with Product Surveillance.
