Remote EMEA Customer Success Lead

Xapo Bank; United States; Remote; USD 100,000 - 140,000; Full time

Job summary

Xapo Bank is seeking a Customer Success Team Lead (Remote - EMEA) to lead a 10-11 person advisory team, ensure KPIs are met, and drive continuous improvement across customer support processes. This maternity cover role lasts 6 months with potential extension.

The position is fully remote, with coordination across multiple time zones and departments to optimize CSAT and retention. The ideal candidate brings 5+ years in operations or customer success leadership, strong coaching and analytics

Qualifications

• Minimum of 5 years of experience in operations, customer success, or related leadership roles.
• Proven track record leading teams and meeting KPIs/OKRs.
• Strong communication, coaching, and interpersonal skills.
• Experience with data analysis and reporting to drive improvements.

Responsibilities

• Lead and mentor a team of customer support advisors, ensuring coverage and coaching.
• Partner with HR for recruitment and onboarding of new advisors.
• Develop training programs and evaluate performance; conduct reviews.
• Establish QA program and monitor adherence to quality standards.
• Manage CSAT/DSAT, handle escalations, and report results to leadership.
• Collaborate with Product, Marketing, and other teams to drive process improvements.

Skills

Team Leadership

Customer Success

Coaching

Data Analysis

Process Improvement

Communication

Stakeholder Management

Tools

CRM software

Job description

Xapo Bank is seeking a Customer Success Team Lead (Remote - EMEA) to lead a 10-11 person advisory team, ensure KPIs are met, and drive continuous improvement across customer support processes. This maternity cover role lasts 6 months with potential extension.

The position is fully remote, with coordination across multiple time zones and departments to optimize CSAT and retention. The ideal candidate brings 5+ years in operations or customer success leadership, strong coaching and analytics