From the listing
About the role
Xapo Bank is a fully distributed team of over 160 Xapiens working remotely from 50+ countries, headquartered in Gibraltar. Our beginning: A world that enjoys economic freedom and wealth protection, no matter where you live or who is running your country.
The Customer Success Team Lead (APAC) ensures seamless delivery of customer support services, aligning with departmental KPIs and company OKRs. This full-time, 100% remote role emphasizes proactive leadership, strategic oversight, and continuous improvement to enhance customer satisfaction and retention.
What you'll do
- Supervise and mentor customer support Advisors, fostering a collaborative and high-performance environment.
- Conduct regular one-on-one calibration meetings and weekly coaching sessions to provide feedback, development opportunities, and goals aligned with KPIs.
- Approve and manage schedule changes, including PTO, sick leave, and special leave, ensuring adequate coverage and adherence to policies.
- Collaborate with HR to recruit and hire Advisors aligned with business needs and time zone requirements, and assist with onboarding.
- Develop and implement training programs, track training completion and competencies, and conduct probationary reviews.
- Establish and maintain a QA program through regular evaluations of customer interactions, targeting a minimum of 95% QA compliance.
- Identify performance gaps and implement strategies for continuous improvement.
- Serve as the primary contact for escalated customer issues, work the Complaints queue, present results to MLRO, and oversee the supervisor queue.
- Audit contact drivers, tags, and shortcuts every six months for accuracy and compliance.
- Perform four-eye checks on manually created documents before they are sent to customers.
- Collaborate with the Technical CS Specialist on reporting processes and accurate, timely data collection.
- Work with Product Owners, Marketing, and team leads from different departments to improve processes.
What they're looking for
- Minimum of 5 years of relevant experience working in Operations departments.
- 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.
- Ability to speak Chinese.
- 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.
Nice to have
- Experience ideally from a bank, fintech, Customer Success, or any finance-related institution.
Benefits, as listed
1 of these also appear in the perks Jeff verified on the company page.
The hot takeJeff's read on Xapo Bank
While I am a fan of unlimited PTO as an employee perk, at this point it's well-known that employees actually take less time off than employees with caps. It tends to be a professional/social pressure issue. Xapo Bank takes a much stronger position on this to ensure their employees get enough rest: "We empower our team to take control of their work schedules and enjoy a generous 35 days of paid time off each year. It's not just a job — it's a lifestyle that allows you to thrive both personally and professionally."