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客户成功团队负责人（Customer Success Team Lead，远程 - APAC）

Customer Success Team Lead (Remote - APAC)

Xapo

远程 (Gibraltar - 远程)远程工作

岗位信息

以下导读根据招聘原文整理，帮助你了解实际工作、要求和待遇；完整条件请核对下方原文。

岗位概况

Xapo 是一家总部位于直布罗陀、采用分布式远程办公的银行，现招聘客户成功团队负责人（APAC）。 该岗位为全职、100% 远程，负责领导客户支持顾问团队，统筹招聘、培训、质量保证、投诉升级与合规审核，推动客户满意度以及响应和解决时效等 KPI 达成。

工作职责

  • 领导并辅导客户支持顾问团队，营造协作和高绩效氛围；定期开展一对一校准会议，提供反馈、辅导和发展机会。
  • 审批和管理排班变更，包括 PTO、病假及特殊假申请，确保服务覆盖充足并符合政策与流程。
  • 与 HR 合作招聘顾问，使人员配置符合业务需要和时区要求；协助新员工入职并融入团队。
  • 制定并实施面向新老顾问的培训计划，跟踪培训进度与完成情况，开展试用期评估并给出可执行的改进反馈。
  • 建立和维护质量保证（QA）项目，定期评估客户互动，设定并跟踪绩效目标，使 QA 合规率至少达到 95%，并针对差距推动持续改进。
  • 作为升级客户问题的主要联系人，及时有效地解决投诉；处理投诉队列并向 MLRO 汇报结果，监督主管队列以确保复杂案例得到及时处理。
  • 每六个月审计联系原因、标签和快捷回复的准确性与合规性；在手动创建的文件发送给客户前执行四眼检查，减少错误。
  • 与技术支持客户成功专员协作管理报告流程，联合产品负责人、市场及其他团队负责人改进流程，并利用数据洞察监控 CSAT 97%、聊天首次解决 12 小时、邮件首次解决 24 小时、聊天首次响应 4 分钟和邮件首次响应 6 小时等 KPI。

任职要求

  • 至少 5 年运营部门相关工作经验。
  • 具备客户服务领导岗位经验，并有达成绩效目标的良好记录。
  • 出色的沟通、辅导和人际交往能力。
  • 较强的分析能力，具备数据分析和报告经验。
  • 能够在快节奏环境中管理多项优先事项。
  • 熟悉客户服务软件和工具。
  • 了解质量保证流程和绩效管理。
  • 必须会说中文。
  • 拥有专用工作空间。
  • 拥有可靠且尽可能快的网络连接。
  • 认同 Xapo 的价值观及其价值观驱动领导原则。

申请条件与限制

  • 全职、100% 远程岗位；招聘信息标注地点为 Remote (Gibraltar
  • Remote)，公司总部位于直布罗陀。
  • 岗位属于 APAC 客户成功团队；招聘信息未明确申请人的居住国家或地区、工作许可或出差要求，具体时区安排需以原招聘页面确认；远程岗位不代表全球任何地区均可申请。

加分项

  • 最好具备银行、金融科技、客户成功或其他金融相关机构的工作背景。

薪酬与福利

  • 灵活的工作时间安排和灵活 PTO 计划，可在需要时休息恢复。
  • 每年提供个人学习与发展预算，可用于书籍、会议等发展目标。
  • 与高绩效团队协作、学习和成长的工作环境。
  • 倡导工作与生活平衡，并提供完全远程的工作方式。
查看完整招聘原文

国际远程岗位，招聘地区：Remote (Gibraltar

  • Remote)。请核对原招聘中的居住地、工作许可、时区、语言与出差要求；远程岗位不等于全球可申请。以下保留招聘来源英文原文。

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.