Customer Success Team Lead (Remote - APAC)

Responsibilities

• Supervise and mentor a team of customer support Advisors
• Conduct regular one-on-one calibration meetings and coaching
• Manage recruitment, onboarding, and staffing for the APAC region
• Implement training programs and track competency progress
• Establish and maintain a Quality Assurance (QA) program with a 95% compliance target
• Act as the primary point of contact for escalated customer issues and complaints
• Conduct audits on contact drivers and documentation for compliance
• Collaborate with Product Owners and Technical CS Specialists to drive process improvements
• Monitor team performance against KPIs including CSAT, response times, and resolution rates

Requirements

• Minimum of 5 years of relevant experience in Operations, Banking, Fintech, or Customer Success
• Proven experience in a customer service leadership role
• Excellent communication, coaching, and interpersonal skills
• Strong analytical abilities and data reporting experience
• Proficiency in customer service software and tools
• Knowledge of quality assurance and performance management
• Ability to speak Chinese
• Dedicated workspace and reliable high-speed internet

About the Company

Xapo Bank is a fully distributed team of over 160 Xapiens working remotely from 50+ countries. They aim to provide economic freedom and wealth protection through cutting-edge technology and a global, remote-first culture.