Customer Success Team Lead (Remote - EMEA)

Xapo Bank is a fully distributed, global team dedicated to providing economic freedom and wealth protection through innovative technology. We are currently seeking a Customer Success Team Lead for the EMEA region to oversee our support operations and drive excellence in customer service.

Key responsibilities

• Supervise and mentor a team of 10–11 customer support advisors, fostering a high-performance and collaborative environment.
• Develop and implement comprehensive training programs while conducting regular performance reviews and coaching sessions.
• Establish and maintain a robust Quality Assurance program to ensure adherence to service standards and compliance.
• Manage escalated customer issues and oversee complex cases to ensure timely and effective resolutions.
• Collaborate with cross-functional teams, including Product and Marketing, to optimize processes and improve overall customer satisfaction.

Requirements

• Minimum of 5 years of experience in operations, ideally within banking, fintech, or finance-related institutions.
• Proven track record in a customer service leadership role with a focus on achieving performance targets.
• Strong analytical skills with the ability to utilize data insights for decision-making and reporting.
• Excellent communication and interpersonal skills, with a focus on coaching and team development.
• Ability to manage multiple priorities effectively in a fast-paced, remote environment.

What we offer

• The opportunity to work 100% remotely from anywhere in the world while making a global impact.
• A culture that prioritizes work-life balance, autonomy, and collaborative teamwork.
• A yearly budget dedicated to your individual learning and professional development goals.
• A flexible PTO plan to ensure you have time to recharge and maintain your well-being.