Customer Success Team Lead (Remote - APAC)
Xapo
Role information
Editorial reading guide based on the employer listing. Check the complete source below for all application details.
Role overview
Xapo Bank is hiring a Customer Success Team Lead for its APAC support operation. The role combines leadership of customer support Advisors with recruitment, onboarding, training, quality assurance, escalation handling, and ownership of customer satisfaction and response-time KPIs in a full-time, fully remote team.
Responsibilities
- Supervise and mentor customer support Advisors, run regular one-on-one calibration and coaching sessions, and approve schedule changes including PTO, sick leave, and special leave while maintaining adequate coverage.
- Recruit Advisors with HR against business and time-zone needs, and support onboarding so new hires are effectively integrated into the team.
- Develop and run training programs for new and existing Advisors, track training progress and completion, and conduct probationary reviews with actionable feedback.
- Own the quality assurance program: evaluate customer interactions, set and track targets including at least 95% QA compliance, identify performance gaps, and implement continuous-improvement measures.
- Serve as the primary contact for escalated customer issues, work the Complaints queue and present results to the MLRO, and oversee the supervisor queue so complex cases are addressed promptly.
- Audit contact drivers, tags, and shortcuts every six months, and perform four-eye checks on manually created documents before they are sent to customers.
- Partner with the Technical CS Specialist on reporting and data collection, and work with Product Owners, Marketing, and other team leads on process improvements using data insights.
- Monitor dashboards against KPIs including 97% CSAT, 12-hour chat and 24-hour email first-time resolution, 4-minute chat and 6-hour email first response, and active queue monitoring for incidents.
Qualifications
- At least 5 years of relevant experience in Operations departments.
- Proven experience in a customer service leadership role with a 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.
- Ability to speak Chinese is required.
- A dedicated workspace and a reliable internet connection at the fastest speed available in the candidate's area.
- Alignment with Xapo's values and values-driven leadership principles.
Application conditions
- Full-time, 100% remote position; Xapo is headquartered in Gibraltar.
- The role leads the APAC customer success team, and Advisor hiring is aligned with business needs and time-zone requirements.
- No specific country, residency, work-authorization, or time-zone eligibility rule is stated in the listing; confirm these on the original page.
- Application deadline and contract terms beyond full-time status are not specified.
Preferred qualifications
- Experience in a bank, fintech, Customer Success, or other finance-related institution; the listing describes this background as ideal.
Compensation and benefits
- 100% remote work from anywhere, as part of a fully distributed team of more than 160 people across 50+ countries.
- Flexible PTO plan.
- A yearly budget for individual learning and development, including books and conferences.
- Salary, equity or tokens, insurance, and allowances are not specified in the listing.
Read the full original job listing
Source job listing. Remote does not imply worldwide eligibility; confirm residency, time zone, language and work authorization on the original page.
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):
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):
97% → Implement strategies to enhance customer interactions, ensuring that Advisors are equipped to meet customer needs effectively. Evaluate different methods like AI to improve our KPI on a regular basis.
- First Time Resolution in Chat:
12 hours → Monitor chat interactions to ensure issues are addressed within the specified time frame. Identify areas of improvement to update processes on a regular basis.
- First-Time Resolution in Email:
24 hours → Establish clear guidelines for email responses, ensuring that advisors provide timely and accurate solutions to customer inquiries.
- First Response Time in Chat:
4 minutes → Encourage Advisors to respond to customer inquiries within the first four minutes. Implement training to improve response times and customer engagement.
- First Response Time in Email:
6 hours → Set expectations for email response times, aiming to address customer emails within six hours. Monitor performance and provide feedback to maintain efficiency. Actively monitoring queues to address any incident/event in a timely manner.
Daily Integration Strategies
- Performance Monitoring:
Utilize dashboards and reporting tools to track team performance against KPIs. Regularly review metrics to identify areas for improvement.
- Coaching and Development:
Conduct one-on-one sessions with team members to discuss performance, provide feedback, and set goals aligned with KPIs on a weekly basis.
- Process Optimization:
Identify bottlenecks or challenges affecting KPI achievement and implement process improvements to enhance efficiency.
- Recognition and Motivation:
Celebrate achievements and milestones related to KPIs to motivate the team and reinforce desired behaviors.
Skills needed
- 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.
Other requirements
- 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.
Why work for Xapo?
Impact Globally, Work Remotely.
- Shape the Future
Improve lives through cutting-edge technology, work 100% remotely from anywhere in the world.
- Great work-life balance
Build amazing things with a balance of autonomy and collaborative teamwork. Set your own work schedule and make use of a flexible PTO plan when you need to recharge.
- Expect Excellence
Collaborate, learn, and grow with a high-performance team. Learn how you learn best - from books to conferences, you’ll get a yearly budget for your individual learning and development goals.
At Xapo, we prioritize consumer protection and adhere to regulatory requirements by ensuring that all Xapiens are accountable for upholding principles of fair treatment, transparency, and ethical conduct in their interactions with customers and stakeholders.