Customer Success Team Lead – APAC

• Supervise and mentor a team of customer support Advisors
• Conduct regular one-on-one calibration meetings, providing 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
• Monitor agent performance through regular customer interaction evaluations
• Set and track performance targets, including minimum 95% QA compliance
• Handle escalated customer issues and work the Complaints queue
• Present complaints results to MLRO and oversee the supervisor queue
• Conduct semiannual audits on contact drivers, tags, and shortcuts
• 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 department Team Leads on process improvements
• Use dashboards and reporting tools to monitor KPIs
• Conduct weekly one-on-one coaching and goal-setting sessions
• Identify bottlenecks and implement process improvements
• Monitor and improve QA, CSAT, first-time resolution, and response-time KPIs

• 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
• Ability to speak Chinese is required
• Dedicated workspace
• Reliable internet connection with the fastest speed possible in your area
• Alignment with Xapo Values-Driven Leadership principles

• Full-time, 100% remote work from anywhere in the world
• Set your own work schedule
• Flexible PTO plan
• Yearly budget for individual learning and development goals, including books and conferences
• Autonomy and collaborative teamwork
• Work-life balance
• Global impact through cutting-edge technology