Customer Success Team Lead (Remote - APAC)

Gibraltar - Remote. Posted a month ago

The role

Lead a team of customer support advisors for the APAC region. Own quality assurance, customer satisfaction and response-time targets, and work with HR and other teams to improve processes.

What you will do

Supervise and mentor a team of customer support advisors
Hold regular one-on-one calibration meetings with feedback and coaching
Approve schedule changes, including PTO, sick leave and special leave
Work with HR to recruit and onboard advisors
Develop and run training programs and track training completion
Set up and maintain a quality assurance program, targeting 95% QA compliance
Act as primary contact for escalated customer issues
Work the complaints queue and present results to MLRO
Audit contact drivers, tags and shortcuts every six months
Perform four-eye checks on manually created customer documents

Required qualifications

Minimum 5 years of relevant experience in operations, ideally in a bank, fintech, customer success or finance institution
Proven experience in a customer service leadership role with a record of meeting performance targets
Excellent communication, coaching and interpersonal skills
Strong analytical skills, with data analysis and reporting experience
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
A dedicated workspace
A reliable internet connection with the fastest speed available in your area
Alignment with Xapo's values and values-driven leadership principles

Benefits

Work 100% remotely from anywhere in the world
Set your own work schedule with a flexible PTO plan
Yearly budget for individual learning and development

Before you apply

Ability to speak Chinese is required

About the company

Xapo Bank is a fully distributed team of over 160 people working remotely from more than 50 countries, headquartered in Gibraltar. The company focuses on economic freedom and wealth protection.