Customer Success Team Lead
New
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Xapo BankBanking, fintech
Remote - APACFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- The ability to speak Chinese is required.
- Experience
- Minimum of 5 years of relevant experience working in Operations departments, ideally from a bank, fintech, Customer Success or any finance-related institution
- Required Skills
- Data AnalysisQuality AssuranceCustomer SuccessCoachingReporting
Requirements
- Have a minimum of 5 years of relevant experience in Operations, ideally in a bank, fintech, Customer Success, or another finance-related institution.
- Have proven experience in a customer service leadership role and a strong track record of achieving performance targets.
- Be able to speak Chinese.
- Have strong analytical abilities and experience in data analysis and reporting.
- Be familiar with customer service software and tools.
- Have knowledge of quality assurance processes and performance management.
- Be able to manage multiple priorities in a fast-paced environment.
- Have a dedicated workspace and a reliable internet connection.
Responsibilities
- Supervise and mentor customer support Advisors, conduct regular one-on-one calibration meetings, and manage schedule changes and leave requests.
- Collaborate with HR to recruit and hire Advisors, assist with onboarding, and develop and track training programs.
- Conduct probationary reviews, provide feedback, and monitor Advisor performance against targets.
- Establish and maintain a QA program, evaluate customer interactions, and address performance gaps.
- Handle escalated customer issues, work the Complaints queue, present results to the MLRO, and oversee the supervisor queue.
- Audit contact drivers, tags, and shortcuts every six months, and perform four-eye checks on manually created customer documents.
- Coordinate reporting with the Technical CS Specialist and collaborate with Product Owners, Marketing, and other team leads on process improvements.
- Use dashboards and reporting tools to monitor KPIs, identify bottlenecks, and implement process improvements.
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