Customer Success Team Lead – APAC

This is a fully remote position, open to applicants in Gibraltar.

📋 Description

• Oversee and guide a team of customer support Advisors.

• Facilitate regular one-on-one calibration meetings, offering feedback, coaching, and growth opportunities.

• Authorize and manage alterations to schedules, encompassing PTO, sick leave, and special leave requests.

• Partner with HR to recruit and onboard Advisors, aiding in the hiring process.

• Create and execute training programs for both new and current Advisors.

• Monitor training progress and completion while conducting probationary evaluations.

• Establish and uphold a quality assurance program.

• Evaluate agent performance through consistent assessments of customer interactions.

• Set and monitor performance objectives, including achieving a minimum of 95% QA compliance.

• Address escalated customer concerns and manage the Complaints queue.

• Present complaint outcomes to the MLRO and manage the supervisor queue.

• Perform semiannual audits on contact drivers, tags, and shortcuts.

• Execute four-eye checks on manually generated customer documents.

• Collaborate with the Technical CS Specialist on data gathering and reporting.

• Work alongside Product Owners, Marketing, and departmental Team Leads on process enhancements.

• Utilize dashboards and reporting tools to track KPIs.

• Conduct weekly one-on-one coaching and goal-setting discussions.

• Identify bottlenecks and implement process optimizations.

• Monitor and enhance QA, CSAT, first-time resolution, and response-time KPIs.

⛳️ Requirements

• At least 5 years of pertinent experience in Operations departments, preferably in a bank, fintech, Customer Success, or any finance-related institution.

• Demonstrated experience in a customer service leadership position, with a solid record of meeting performance goals.

• Exceptional communication, coaching, and interpersonal abilities.

• Strong analytical skills, with a background in data analysis and reporting.

• Capacity to manage multiple priorities in a dynamic environment.

• Familiarity with customer service software and tools.

• Understanding of quality assurance methodologies and performance management.

• Proficiency in Chinese is required.

• A dedicated workspace.

• A reliable internet connection with the highest possible speed in your location.

• Alignment with Xapo Values-Driven Leadership principles.

🏝️ Benefits

• Full-time, 100% remote work from any location worldwide.

• Ability to set your own work hours.

• Flexible PTO plan.

• Annual budget for personal learning and development objectives, including books and conferences.

• Autonomy paired with collaborative teamwork.

• Emphasis on work-life balance.

• Opportunity to make a global impact through innovative technology.