Customer Success Team Lead – APAC
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Job Description
Customer Success Team Lead leading APAC support operations for Xapo Bank, a global digital bank. Improving service quality, customer satisfaction, compliance, and team performance.
Responsibilities:
- Supervise and mentor a team of customer support Advisors
- Conduct regular one-on-one calibration meetings, providing feedback, coaching, and development opportunities
- Approve and manage schedule changes, including PTO, sick leave, and special leave requests
- Collaborate with HR to recruit and hire Advisors and assist with onboarding
- Develop and implement training programs for new and existing Advisors
- Track training progress and completion and conduct probationary reviews
- Establish and maintain a quality assurance program
- Monitor agent performance through regular customer interaction evaluations
- Set and track performance targets, including minimum 95% QA compliance
- Handle escalated customer issues and work the Complaints queue
- Present complaints results to MLRO and oversee the supervisor queue
- Conduct semiannual audits on contact drivers, tags, and shortcuts
- Perform four-eye checks on manually created customer documents
- Collaborate with the Technical CS Specialist on reporting and data collection
- Work with Product Owners, Marketing, and department Team Leads on process improvements
- Use dashboards and reporting tools to monitor KPIs
- Conduct weekly one-on-one coaching and goal-setting sessions
- Identify bottlenecks and implement process improvements
- Monitor and improve QA, CSAT, first-time resolution, and response-time KPIs
Requirements:
- Minimum of 5 years of relevant experience working in Operations departments, ideally from a bank, fintech, Customer Success or any finance-related institution
- Proven experience in a customer service leadership role, with a strong track record of achieving performance targets
- Excellent communication, coaching, and interpersonal skills
- Strong analytical abilities, with experience in data analysis and reporting
- Ability to manage multiple priorities in a fast-paced environment
- Familiarity with customer service software and tools
- Knowledge of quality assurance processes and performance management
- Ability to speak Chinese is required
- Dedicated workspace
- Reliable internet connection with the fastest speed possible in your area
- Alignment with Xapo Values-Driven Leadership principles
Benefits:
- Full-time, 100% remote work from anywhere in the world
- Set your own work schedule
- Flexible PTO plan
- Yearly budget for individual learning and development goals, including books and conferences
- Autonomy and collaborative teamwork
- Work-life balance
- Global impact through cutting-edge technology
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