Customer Success Team Lead; Remote - EMEA)

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!

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.

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

• 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.
• 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.
• First Time Resolution in Chat:
  12 hours Monitor…