Customer Success Team Lead (Remote - APAC)

xapo61; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

100% remote

Flexible scheduling

Flexible PTO policy

Annual learning & development budget

Distributed team culture

Ethical conduct framework

Job summary

xapo61 is hiring a Customer Success Team Lead for its APAC operations. This fully remote role leads a distributed support team, blending hands-on coaching with strategic oversight of quality, satisfaction, and response-time KPIs.

You will mentor Advisors across APAC time zones, partner with HR on hiring and training, build a QA program targeting 95% compliance, and act as primary escalation for complex cases while driving data-driven process improvements.

Qualifications

• 5+ years of operations experience in fintech, banking, or a finance-related setting.
• Proven track record leading customer service teams and meeting performance targets.
• Excellent communication, coaching, and interpersonal skills for a fully remote distributed team.
• Strong analytical ability with hands-on data analysis and reporting experience.
• Ability to manage multiple priorities in a fast-paced environment.
• Working knowledge of customer service software, QA processes, and performance management.
• Fluency in Chinese.
• Dedicated workspace and a reliable, high-speed Internet connection.

Responsibilities

• Lead, mentor, and coach a remote team of customer support Advisors across APAC time zones, including calibration meetings and scheduling approvals.
• Partner with HR on hiring, onboarding, and ongoing training programs, including probationary reviews and competency tracking.
• Build and maintain a QA program, evaluating interactions and driving 95% QA compliance.
• Serve as the primary escalation point for complex or dissatisfied customers, manage the complaints queue, and report findings to the MLRO.
• Audit contact drivers, tags, and shortcuts semi-annually and perform four-eyes checks on documents.
• Collaborate with Technical CS Specialist, Product Owners, Marketing, and other team leads on reporting, process improvements, and data-driven decisions.
• Monitor KPIs: CSAT 97%, FTR in chat 12h and email 24h, FRT in chat 4m and email 6h using dashboards.
• Drive continuous improvement through coaching, milestone recognition, and process optimization to remove bottlenecks.

Skills

Team leadership

Coaching

Data analysis

Remote team management

QA processes

Communication

Tools

CRM software

Reporting dashboards

Job description

Role overview

A fully remote fintech is hiring a Customer Success Team Lead for its APAC operations. The role drives the day‑to‑day performance of a distributed support team, balancing hands‑on coaching with strategic oversight of quality, satisfaction, and response‑time KPIs. Success in this position means lifting team capability while protecting customer trust in a regulated financial environment.

Responsibilities

• Lead, mentor, and coach a remote team of customer support Advisors across APAC time zones, conducting regular one‑on‑one calibration meetings and managing approvals for time off and schedule changes.
• Partner with HR on hiring, onboarding, and ongoing training programs, including probationary reviews and competency tracking for new and existing team members.
• Build and maintain a quality assurance (QA) program, evaluating customer interactions, identifying performance gaps, and pursuing a target of 95% QA compliance.
• Serve as the primary escalation point for complex or dissatisfied customers, working the complaints queue, presenting findings to the MLRO, and overseeing the supervisor queue.
• Audit contact drivers, tags, and shortcuts on a semi‑annual basis, and perform four‑eye checks on manually produced customer documents.
• Collaborate with the Technical CS Specialist, Product Owners, Marketing, and other team leads on reporting, process improvements, and data‑driven decisions.
• Monitor KPIs such as CSAT (97%), first‑time resolution in chat (12h) and email (24h), and first‑response time in chat (4 min) and email (6h) using dashboards and reporting tools.
• Drive continuous improvement through coaching, recognition of milestones, and process optimization to remove bottlenecks.

Requirements

• At least 5 years of operations experience, ideally in a bank, fintech, customer success organization, or another finance‑related setting.
• Demonstrated success leading customer service teams and meeting performance targets.
• Excellent communication, coaching, and interpersonal skills suited to a fully remote, distributed team.
• Strong analytical ability with hands‑on experience in data analysis and reporting.
• Comfort managing multiple priorities in a fast‑paced environment.
• Working knowledge of customer service software, QA processes, and performance management practices.
• Fluency in Chinese (required).
• A dedicated workspace and a reliable, high‑speed internet connection.

Benefits and work setup

• 100% remote, full‑time position with the ability to work from anywhere.
• Flexible scheduling and a flexible PTO policy that supports work‑life balance.
• Annual learning and development budget for books, conferences, and other growth resources.
• Highly distributed team that values autonomy, collaboration, and high performance.
• Accountability framework rooted in fair treatment, transparency, and ethical conduct with customers and stakeholders.