Customer Success Team Lead – EMEA
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Job Description
Customer Success Team Lead overseeing global customer support operations at Xapo Bank. Coaching advisors, improving QA and CSAT, and driving service KPIs remotely.
Responsibilities:
- Supervise and mentor a team of 10–11 customer support advisors
- Conduct regular one-on-one calibration meetings, provide 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 and monitor agent performance
- Set and track performance targets, including a minimum of 95% QA compliance
- Serve as the primary point of contact for escalated customer issues
- Work the Complaints queue and present results to MLRO
- Oversee the supervisor queue and ensure complex cases are addressed promptly
- Conduct audits on contact drivers, tags, and shortcuts every six months
- 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 team leads on process improvements
- Use dashboards and reporting tools to monitor KPIs and identify improvement areas
- Conduct weekly one-on-one coaching sessions and set KPI-aligned goals
- Identify bottlenecks and implement process improvements
- Recognize achievements and motivate the team
- Drive KPI and OKR achievement for QA, CSAT, and response/resolution times
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
- A dedicated workspace
- A reliable internet connection with the fastest speed possible in your area
- Alignment with Our Values and the Xapo Values-Driven Leadership principles
Benefits:
- 100% remote work from anywhere in the world
- Flexible work schedule
- Flexible PTO plan
- Yearly budget for individual learning and development goals
- Opportunities to learn from books to conferences
- Work-life balance
- Autonomy and collaborative teamwork
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