Customer Success Team Lead

New

Xapo BankBanking, fintech

100% remote position; Work from anywhere!TemporaryLead

Salary not disclosed

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Job Details

Experience: Minimum of 5 years of relevant experience working in Operations departments
Required Skills: Data AnalysisQuality AssuranceCustomer SuccessCoachingReporting

Have a minimum of 5 years of relevant experience in Operations, ideally in a bank, fintech, customer success, or finance-related institution.
Bring proven experience in a customer service leadership role and a track record of achieving performance targets.
Have strong communication, coaching, and interpersonal skills.
Have analytical abilities and experience with data analysis and reporting.
Be able to manage multiple priorities in a fast-paced environment.
Be familiar with customer service software and tools.
Have knowledge of quality assurance processes and performance management.
Maintain a dedicated workspace.
Have a reliable internet connection.

Supervise and mentor a team of 10–11 customer support advisors, providing regular coaching and feedback.
Manage schedule changes and leave requests to maintain adequate team coverage.
Collaborate with HR on advisor recruitment and support new-hire onboarding.
Develop training programs, track completion, and conduct probationary reviews.
Establish and maintain a quality assurance program, evaluate customer interactions, and address performance gaps.
Handle escalated customer issues, work the Complaints queue, and oversee the supervisor queue.
Audit contact drivers, tags, and shortcuts, 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.
Monitor team performance against KPIs and OKRs using dashboards and reporting tools.

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