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Xapo Bank is seeking a Customer Success Team Lead for the APAC region to lead and develop a customer support team while ensuring seamless delivery of support services aligned with departmental KPIs and company OKRs. This is a fully remote position based in a distributed team of 160+ employees across 50+ countries.
Key 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. Manage schedule changes, PTO, sick leave, and special leave requests while ensuring adequate coverage and policy adherence.
Recruitment & Staffing: Collaborate with HR to recruit and hire advisors aligned with business needs and time zone requirements. Assist in onboarding to ensure effective team integration.
Training & Performance Management: Develop and implement comprehensive training programs for new and existing advisors. Track training progress and completion to ensure competency standards are met. Conduct probationary reviews and provide actionable feedback.
Quality Assurance Program: Establish and maintain a QA program monitoring agent performance through regular evaluations of customer interactions. Set and track performance targets aiming for 95% QA compliance. Identify performance gaps and implement continuous improvement strategies.
Customer Satisfaction & Escalations: Serve as 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 for complex cases.
Documentation & Compliance: Conduct audits on contact drivers, tags, and shortcuts every six months. Perform four-eye checks on manually created documents before customer delivery.
Cross-functional Collaboration: Work closely with Technical CS Specialist, Product Owners, Marketing, and other team leads to improve processes and drive performance improvements through data insights.
Performance Targets: Drive achievement of KPIs including 95% QA compliance, 97% CSAT, 12-hour first-time resolution in chat, 24-hour first-time resolution in email, 4-minute first response time in chat, and 6-hour first response time in email.
Daily Integration: Utilize dashboards and reporting tools to track team performance. Conduct weekly one-on-one coaching sessions. Identify and implement process optimizations. Recognize and celebrate team achievements.
Requirements:
- Minimum 5 years of relevant experience in Operations departments, ideally from banking, fintech, customer success, or finance-related institutions
- Proven experience in a customer service leadership role with 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
- Fluency in Chinese (required)
- Dedicated workspace and reliable high-speed internet connection
- Alignment with Xapo Values-Driven Leadership principles
