Customer Success Team Lead – EMEA

• Supervise and mentor a team of 10–11 customer support advisors
• Conduct regular one-on-one calibration meetings, provide feedback, coaching, and development opportunities
• Approve and manage schedule changes, including PTO, sick leave, and special leave requests
• Collaborate with HR to recruit and hire Advisors and assist with onboarding
• Develop and implement training programs for new and existing Advisors
• Track training progress and completion and conduct probationary reviews
• Establish and maintain a quality assurance program and monitor agent performance
• Set and track performance targets, including a minimum of 95% QA compliance
• Serve as the primary point of contact for escalated customer issues
• Work the Complaints queue and present results to MLRO
• Oversee the supervisor queue and ensure complex cases are addressed promptly
• Conduct audits on contact drivers, tags, and shortcuts every six months
• Perform four-eye checks on manually created customer documents
• Collaborate with the Technical CS Specialist on reporting and data collection
• Work with Product Owners, Marketing, and team leads on process improvements
• Use dashboards and reporting tools to monitor KPIs and identify improvement areas
• Conduct weekly one-on-one coaching sessions and set KPI-aligned goals
• Identify bottlenecks and implement process improvements
• Recognize achievements and motivate the team
• Drive KPI and OKR achievement for QA, CSAT, and response/resolution times

• Minimum of 5 years of relevant experience working in Operations departments, ideally from a bank, fintech, Customer Success or any finance-related institution
• 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
• 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

• 100% remote work from anywhere in the world
• Flexible work schedule
• Flexible PTO plan
• Yearly budget for individual learning and development goals
• Opportunities to learn from books to conferences
• Work-life balance
• Autonomy and collaborative teamwork