Customer Success Team Lead (Remote - EMEA)

Responsibilities

• Supervise and mentor a team of 10–11 customer support advisors
• Conduct regular one-on-one calibration meetings and coaching
• Manage recruitment, onboarding, and training programs
• 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, tags, and shortcuts
• Collaborate with Technical CS Specialists and Product Owners 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 (ideally Fintech or Banking)
• Proven experience in a customer service leadership role
• Excellent communication, coaching, and interpersonal skills
• Strong analytical abilities and experience in data reporting
• Familiarity with customer service software and tools
• Knowledge of quality assurance and performance management
• Dedicated workspace and reliable high-speed internet

Benefits

• 100% remote work from anywhere
• Flexible PTO plan
• Yearly budget for individual learning and development
• High-performance, collaborative environment

About the Company

Xapo Bank is a fully distributed team of over 160 Xapiens working remotely from 50+ countries, focused on providing economic freedom and wealth protection through cutting-edge technology.