<div class="content-intro"><h2 style="text-align: left;">Work from anywhere, impact everywhere </h2> Diversity is at the heart of who we are at Xapo Bank. We’re a fully distributed team of over 160 Xapiens that work remotely from 50+ countries around the world. Our beginning: A world that enjoys economic freedom and wealth protection,no matter where you live or who is running your country. To achieve that, we search the world for the best people for the job. We work hard, think globally, and inspire each other to learn and grow. We are committed to changing the way things are done. Although we are headquartered in Gibraltar, this is a full time, 100% remote position  Work from anywhere!</div><h2 id="page-1" class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-0">Position overview</h2> The Customer Success Team Lead (EMEA) is pivotal in ensuring the seamless delivery of customer support services, aligning with both departmental KPIs and company OKRs. This role emphasizes proactive leadership, strategic oversight, and continuous improvement to enhance customer satisfaction and retention.  This is a temporary position to provide maternity cover for 6 months with possibility to extend as required. <h2 class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-0">Responsibilities</h2> <ul> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-0">Team Leadership & Development: Supervise and mentor a team of 10–11 customer support advisors, fostering a collaborative and high-performance environment.  Conduct regular one-on-one calibration meetings to provide feedback, coaching, and development opportunities. Approve and manage schedule changes, including PTO, sick leave, and special leave requests, ensuring adequate coverage and adherence to policies and procedures. </li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-0">Recruitment & Staffing:  Collaborate with HR to recruit and hire Advisors, ensuring alignment with business needs and time zone requirements. Assist in the onboarding process, ensuring new hires are effectively integrated into the team.  </li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">Training & Performance Management: Develop and implement comprehensive training programs for new and existing Advisors. Track training progress and completion, ensuring all Advisors meet required competencies. Conduct probationary reviews and provide actionable feedback to support agent development. </li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">Quality Assurance (QA) Program: Establish and maintain a QA program, monitoring agent performance through regular evaluations of customer interactions. Set and track performance targets, aiming for a minimum of 95% QA compliance. Identify performance gaps and implement strategies for continuous improvement. </li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">Customer Satisfaction (CSAT) & Dissatisfaction (DSAT): Serve as the primary point of contact for escalated customer issues, providing timely and effective resolutions. Work the Complaints queue and present results to MLRO. Oversee the supervisor queue, ensuring complex cases are addressed promptly. </li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">Documentation & Compliance: Conduct audits on contact drivers, tags, and shortcuts every six months to ensure accuracy and compliance. Perform four-eye checks on manually created documents before they are sent to customers, minimizing errors.</li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">Collaboration with Technical CS Specialist: Work closely with the Technical CS Specialist to manage reporting processes, ensuring accurate and timely data collection. Work closely with Product Owners, Marketing, Team leads from different departments to work out together different improvements in processes. Utilize data insights to inform decision-making and drive performance improvements. </li> </ul>   <h2 class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">KPI & OKR Achievement</h2> <ul> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">Quality Assurance (QA): 95% → Regularly monitor and evaluate agent interactions to ensure adherence to quality standards. Provide constructive feedback and coaching to maintain high-quality service.  </li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">Customer Satisfaction (CSAT): 97% → Implement strategies to enhance customer interactions, ensuring that Advisors are equipped to meet customer needs effectively. Evaluate different methods like AI to improve our KPI on a regular basis.  </li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">First Time Resolution in Chat: 12 hours → Monitor chat interactions to ensure issues are addressed within the specified time frame. Identify areas of improvement to update processes on a regular basis.  </li> <li id="page-3" class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-2">First-Time Resolution in Email: 24 hours → Establish clear guidelines for email responses, ensuring that advisors provide timely and accurate solutions to customer inquiries.  </li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-2">First Response Time in Chat: 4 minutes → Encourage Advisors to respond to customer inquiries within the first four minutes. Implement training to improve response times and customer engagement. </li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-2">First Response Time in Email: 6 hours → Set expectations for email response times, aiming to address customer emails within six hours. Monitor performance and provide feedback to maintain efficiency. Actively monitoring queues to address any incident/event in a timely manner. </li> </ul>   <h2 class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-2">Daily Integration Strategies</h2> <ul> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-2">Performance Monitoring: Utilize dashboards and reporting tools to track team performance against KPIs. Regularly review metrics to identify areas for improvement.  </li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-2">Coaching and Development: Conduct one-on-one sessions with team members to discuss performance, provide feedback, and set goals aligned with KPIs on a weekly basis.  </li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-2">Process Optimization: Identify bottlenecks or challenges affecting KPI achievement and implement process improvements to enhance efficiency.  </li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-2">Recognition and Motivation: Celebrate achievements and milestones related to KPIs to motivate the team and reinforce desired behaviors. </li> </ul>   <h2 class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-2">Skills needed</h2> <ul> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-2">Minimum of 5 years of relevant experience working in Operations departments, ideally from a bank, fintech, Customer Success or any finance-related institution </li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-2">Proven experience in a customer service leadership role, with a strong track record of achieving performance targets. </li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-2">Excellent communication, coaching, and interpersonal skills. </li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-2">Strong analytical abilities, with experience in data analysis and reporting. </li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-2">Ability to manage multiple priorities in a fast-paced environment. </li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-2">Familiarity with customer service software and tools. </li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-2">Knowledge of quality assurance processes and performance management  </li> </ul>   <h2 class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-2">Other requirements </h2> <ul> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-2">A dedicated workspace. </li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-2">A reliable internet connection with the fastest speed possible in your area. </li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-2">Alignment with Our Values and the Xapo Values-Driven Leadership principles.</li> </ul><div class="content-conclusion"><h2 style="text-align: left;">Why work for Xapo?</h2> Impact Globally, Work Remotely. <ul> <li style="font-weight: 500;"> Shape the Future Improve lives through cutting-edge technology, work 100% remotely from anywhere in the world. </li> <li style="font-weight: 500;"> Great work-life balance Build amazing things with a balance of autonomy and collaborative teamwork. Set your own work schedule and make use of a flexible PTO plan when you need to recharge.  </li> <li style="font-weight: 500;"> Expect Excellence Collaborate, learn, and grow with a high-performance team. Learn how you learn best - from books to conferences, you’ll get a yearly budget for your individual learning and development goals. </li> </ul> At Xapo, we prioritize consumer protection and adhere to regulatory requirements by ensuring that all Xapiens are accountable for upholding principles of fair treatment, transparency, and ethical conduct in their interactions with customers and stakeholders. </div>

Customer Success Team Lead (Remote - EMEA)

Job Description

Interested in this role?

Job Details

Similar Jobs

Digital Marketing Manager

Senior Claims Representative

Associate Director, Country & Site Operations FSP Oversight Manager

Senior Product Manager