Remote EMEA CS Team Lead (Maternity Cover)

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

Job summary

Xapo Bank is seeking a Customer Success Team Lead (EMEA) to ensure smooth delivery of support services in a fully distributed workforce. This temporary maternity cover role emphasizes leadership, strategy, and continuous improvement to boost customer satisfaction and retention.

You will oversee a 10–11 person team, align with KPIs and OKRs, and collaborate with HR, Tech CS, Product, and Marketing to optimize processes. This is a 100% remote position with global reach.

Qualifications

• 5+ years in operations or customer success leadership in banking/fintech.
• Proven track record of hitting performance targets.
• Excellent communication, coaching, and interpersonal skills.
• Strong analytical abilities with data reporting.
• Ability to manage multiple priorities in a fast-paced environment.
• Familiarity with customer service software and tools.
• Knowledge of QA processes and performance management.

Responsibilities

• Lead and mentor a team of 10–11 customer support advisors, ensuring coverage and high performance.
• Collaborate with HR to recruit, onboard, and schedule advisors across time zones.
• Develop and deliver comprehensive training programs and track progress.
• Establish and maintain a QA program with target 95% compliance and continuous improvement.
• Manage escalated customer issues and coordinate with MLRO for complaints reporting.
• Audit contact drivers, tags, and shortcuts every six months for accuracy and compliance.
• Partner with Technical CS, Product, Marketing, and other teams to drive process improvements.

Skills

Operations leadership

Customer success

Communication

Analytical skills

Multitasking

CS software

QA knowledge

Job description

Xapo Bank is seeking a Customer Success Team Lead (EMEA) to ensure smooth delivery of support services in a fully distributed workforce. This temporary maternity cover role emphasizes leadership, strategy, and continuous improvement to boost customer satisfaction and retention.

You will oversee a 10–11 person team, align with KPIs and OKRs, and collaborate with HR, Tech CS, Product, and Marketing to optimize processes. This is a 100% remote position with global reach.