Customer Success Team Lead (Remote - APAC)

Gibraltar - Remote

Work from anywhere, impact everywhere

Diversity is at the heart of who we are at Xapo Bank. We’re a fully distributed team of over 160 Xapiens that work remotely from 50+ countries around the world. Our beginning: A world that enjoys economic freedom and wealth protection, no matter where you live or who is running your country. To achieve that, we search the world for the best people for the job. We work hard, think globally, and inspire each other to learn and grow. We are committed to changing the way things are done. Although we are headquartered in Gibraltar, this is a full time, 100% remote position. Work from anywhere!

Position overview

The Customer Success Team Lead (APAC) is pivotal in ensuring the seamless delivery of customer support services, aligning with both departmental KPIs and company OKRs. This role emphasizes proactive leadership, strategic oversight, and continuous improvement to enhance customer satisfaction and retention.

Responsibilities

Team Leadership & Development:

Supervise and mentor a team of customer support Advisors, fostering a collaborative and high-performance environment. Conduct regular one-on-one calibration meetings to provide feedback, coaching, and development opportunities. Approve and manage schedule changes, including PTO, sick leave, and special leave requests, ensuring adequate coverage and adherence to policies and procedures.

Recruitment & Staffing:

Collaborate with HR to recruit and hire Advisors, ensuring alignment with business needs and time zone requirements. Assist in the onboarding process, ensuring new hires are effectively integrated into the team.

Training & Performance Management:

Develop and implement comprehensive training programs for new and existing Advisors. Track training progress and completion, ensuring all Advisors meet required competencies. Conduct probationary reviews and provide actionable feedback to support agent development.

Quality Assurance (QA) Program:

Establish and maintain a QA program, monitoring agent performance through regular evaluations of customer interactions. Set and track performance targets, aiming for a minimum of 95% QA compliance. Identify performance gaps and implement strategies for continuous improvement.

Customer Satisfaction (CSAT) & Dissatisfaction (DSAT):

Serve as the primary point of contact for escalated customer issues, providing timely and effective resolutions. Work the Complaints queue and present results to MLRO. Oversee the supervisor queue, ensuring complex cases are addressed promptly.

Documentation & Compliance:

Conduct audits on contact drivers, tags, and shortcuts every six months to ensure accuracy and compliance. Perform four-eye checks on manually created documents before they are sent to customers, minimizing errors.

Collaboration with Technical CS Specialist:

Work closely with the Technical CS Specialist to manage reporting processes, ensuring accurate and timely data collection. Work closely with Product Owners, Marketing, Team leads from different departments to work out together different improvements in processes. Utilize data insights to inform decision-making and drive performance improvements.

KPI & OKR Achievement

Quality Assurance (QA):

Target: 95% → Regularly monitor and evaluate agent interactions to ensure adherence to quality standards. Provide constructive feedback and coaching to maintain high-quality service.

Customer Satisfaction (CSAT):

Target: 97% → Implement strategies to enhance customer interactions; equip Advisors to meet customer needs effectively; evaluate methods like AI regularly.

First Time Resolution in Chat:

Target: within 12 hours → Monitor chat interactions; identify areas for process updates.

First-Time Resolution in Email:

Target: within 24 hours → Establish guidelines for timely email responses providing accurate solutions.

First Response Time in Chat:

Target: within 4 minutes → Encourage quick responses; implement training to improve response times.

First Response Time in Email:

Target: within 6 hours → Set expectations; monitor queues actively; provide feedback for efficiency.

Daily Integration Strategies

Performance Monitoring:

Use dashboards/reporting tools to track team KPIs; review metrics regularly.

Coaching and Development:

Weekly one-on-one sessions for feedback/performance discussions aligned with KPIs.

Process Optimization:

Identify bottlenecks/challenges affecting KPIs; implement improvements.

Recognition and Motivation:

Celebrate KPI-related achievements/milestones to motivate team.

Skills needed

Minimum of 5 years relevant experience in Operations departments (banking/fintech/Customer Success/finance-related).
Proven leadership experience in customer service with strong performance target achievement.
Excellent communication, coaching, interpersonal skills.
Strong analytical skills including data analysis/reporting experience.
Ability to manage multiple priorities in fast-paced environment.
Familiarity with customer service software/tools.
Knowledge of quality assurance processes/performance management.
Ability to speak Chinese is required.

Other requirements

Dedicated workspace.
Reliable internet connection with fastest speed possible locally.
Alignment with Our Values and Xapo Values-Driven Leadership principles.

Why work for Xapo?

Impact Globally, Work Remotely.

Shape the Future

Improve lives through cutting-edge technology; work fully remotely worldwide.

Great work-life balance

Build amazing things balancing autonomy with teamwork; flexible PTO plan.

Expect Excellence

Collaborate/learn/grow with high-performance team; yearly budget for individual learning/development goals. At Xapo, consumer protection is prioritized by adhering to regulatory requirements ensuring fair treatment, transparency, ethical conduct in all interactions.