XB
Customer Success Team Lead
Contract type
Ongoing
Work mode
Remote · Worldwide
Experience
Senior · 5+ years
Job description
Lead the APAC Customer Success team at Xapo Bank, supervising and mentoring customer support Advisors and ensuring support services meet departmental KPIs and company OKRs. The role is fully remote and focuses on team leadership, quality assurance, training, and customer satisfaction.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Worldwide
- Languages
- Chinese
What you'll do
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- Monitor and evaluate agent interactions to ensure adherence to quality standards
- Implement strategies to enhance customer interactions, ensuring that Advisors are equipped to meet customer needs effectively
- Evaluate different methods like AI to improve KPI on a regular basis
- Monitor chat interactions to ensure issues are addressed within the specified time frame
- Establish clear guidelines for email responses, ensuring that advisors provide timely and accurate solutions to customer inquiries
- Encourage Advisors to respond to customer inquiries within the first four minutes
What we're looking for
- 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
- The ability to speak Chinese is required
- 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
Your team
Customer Success Team (APAC)
Customer support team of Advisors serving the APAC region
Benefits
- Work 100% remotely from anywhere in the world
- Great work-life balance with autonomy and collaborative teamwork
- Set your own work schedule and make use of a flexible PTO plan
- Yearly budget for individual learning and development goals
Apply
About Xapo Bank
Work from anywhere, impact everywhere
Xapo Bank is a fully distributed team of over 160 Xapiens that work remotely from 50+ countries around the world. Headquartered in Gibraltar.
Mission
A world that enjoys economic freedom and wealth protection, no matter where you live or who is running your country.
Key facts
- over 160 Xapiens
- Gibraltar
- Banking / Fintech
- Fully distributed team of over 160 Xapiens
- Work remotely from 50+ countries around the world
- Headquartered in Gibraltar
- Prioritizes consumer protection and adheres to regulatory requirements
What they value
- Diversity is at the heart of who we are
- Think globally
- Inspire each other to learn and grow
- Fair treatment
- Transparency
- Ethical conduct