Remote APAC Customer Success Lead

Xapo Bank; United States; Remote; USD 110,000 - 170,000; Full time

Benefits offered by this job

Remote work

Flexible PTO

Learning budget

Job summary

Xapo Bank is seeking a Customer Success Team Lead (APAC) to supervise and mentor a remote team, align with KPIs, and drive continuous improvement in customer satisfaction and retention. You will lead recruitment, coaching, and QA initiatives while collaborating with cross-functional teams to optimize processes.

The role requires strong leadership, coaching, and analytical skills, plus ability to manage multiple priorities in a global, remote-first environment.

Qualifications

• Minimum of 5 years of relevant experience in operations, ideally in banking, fintech, customer success, or finance-related institutions.
• Proven experience in a customer service leadership role with a track record of achieving performance targets.
• Excellent communication, coaching, and interpersonal skills.
• Strong analytical abilities with experience in data analysis and reporting.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Lead and develop a team of customer support Advisors, including coaching, feedback, and scheduling.
• Collaborate with HR to recruit, onboard, and align staffing with time zone needs.
• Develop and implement training programs; track progress and ensure required competencies.
• Establish and monitor a QA program with target of 95% compliance.
• Manage escalated customer issues and oversee queues to ensure timely resolutions.
• Collaborate with Technical CS Specialist, Product Owners, Marketing and other teams to drive process improvements.

Skills

Leadership

Communication

Analytical

Multi-tasking

CS software familiarity

QA processes

Chinese language

Job description

Xapo Bank is seeking a Customer Success Team Lead (APAC) to supervise and mentor a remote team, align with KPIs, and drive continuous improvement in customer satisfaction and retention. You will lead recruitment, coaching, and QA initiatives while collaborating with cross-functional teams to optimize processes.

The role requires strong leadership, coaching, and analytical skills, plus ability to manage multiple priorities in a global, remote-first environment.