Customer Success Specialist

Role: Customer Success Specialist

What you'll do

• Own each user's journey end to end — no handoffs, no dropped threads.

• Explain a multi-step financial process in plain language, adjusting your approach based on the user's familiarity with financial products.

• Guide users through every step: retrieving documents, filling forms, understanding what comes next.

• Anticipate hesitation and address concerns calmly — bringing users back on track without pressure.

• Track where each user is in the process, follow up at the right time, and maintain momentum across multiple touchpoints.

• Coordinate with third parties to ensure timely resolution within SLAs.

• Review documents and forms with accuracy and attention to detail — financial processes leave no room for errors.

What we're looking for

• Clear, confident communicator — you can make something complex feel easy, and you read the room.

• Naturally builds trust — people feel at ease with you, even in a first call.

• Patient and thorough — you'll walk someone through a process step by step without losing them.

• Organised and disciplined about follow-up — you track where things stand and act at the right moment.

• Detail-oriented — you catch things others miss and take accuracy seriously.

• Calm when users push back or hesitate — you know how to address concerns without being pushy.

• Comfortable with basic tools: Excel, Google Sheets, and Google Meet.