Customer Success Team Lead
New
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Xapo BankBanking and Bitcoin
Must be based in the APAC region, Must be available to work across APAC business hours; participate in daily stand-ups and team syncs across time zones.Full-TimeLead
Salary not disclosed
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Job Details
- Languages
- Fluent in Chinese (Mandarin) and English, both written and spoken
- Experience
- 5+ years of experience in operations, customer success, or a related field, with at least 2 years in a leadership role
- Required Skills
- SalesforceQuality AssuranceZendeskCRMCustomer support
Requirements
- Have 5+ years of experience in operations, customer success, or a related field.
- Have at least 2 years of experience in a leadership role.
- Be fluent in written and spoken Chinese (Mandarin) and English.
- Have experience leading and developing customer success or support teams.
- Understand customer success metrics, including CSAT, NPS, and QA.
- Have experience with CRM and customer support tools, such as Zendesk or Salesforce.
- Be able to work across multiple time zones and cultures.
- Be based in the APAC region and available to work across APAC business hours.
- Have a reliable internet connection and a suitable home office setup.
- Be willing to travel occasionally for team offsites and company events.
Responsibilities
- Lead, mentor, and develop Customer Success Specialists, setting expectations and providing feedback, coaching, and development opportunities.
- Participate in recruiting and onboarding, maintain staffing levels, and manage shift scheduling and resource allocation.
- Design and deliver training, monitor performance against KPIs, and implement improvement plans where needed.
- Run the APAC team’s QA program, review interactions against quality standards, and maintain the 95% QA target.
- Monitor CSAT and DSAT, target 97% CSAT, investigate dissatisfaction cases, and implement corrective actions.
- Maintain accurate customer interaction records, knowledge base articles, and internal procedures, and ensure compliance with security protocols.
- Work with Technical CS Specialists to resolve and track complex technical issues.
- Report team performance, identify trends, and work with the Head of Customer Success to set and achieve OKRs and SLAs.
- Use Chinese daily to communicate with team members and members, translate or localize customer-facing content, and bridge language and cultural gaps.
- Share APAC insights with the global Customer Success team and represent APAC in cross-functional meetings.
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