Remote APAC Customer Success Lead - Coaching & KPIs

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

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.