Customer Success Team Lead (Remote - APAC)
Core
Lead a distributed customer support team in the APAC region, ensuring high-quality service delivery, adherence to KPIs, and regulatory compliance for a fintech bank.
Role type
Senior Customer Success Team Lead (APAC)
Builds
Customer support operations, team performance, and compliance processes for Xapo Bank
Domain
Fintech / Banking / Customer Success
Required skills
Team leadership and mentorship, Recruitment and staffing, Training program development, Quality Assurance (QA) management, Customer Satisfaction (CSAT) management, Data analysis and reporting, Process optimization, Chinese language proficiency
Preferred skills
Experience in banking or finance, Familiarity with customer service software
Technologies
Dashboards, Reporting tools, Customer service software
Responsibilities
Supervise and mentor customer support Advisors, Conduct recruitment and onboarding, Develop and implement training programs, Manage QA program and performance targets, Handle escalated customer issues and complaints, Audit documentation and compliance
Seniority
Senior, hands-on IC