Gibraltar - Remote•Global
Remote
Senior
Full Time
remoteteam_leadcustomer_successAPACmultilingual
Requirements
- •Minimum of 5 years of relevant experience in Operations departments, ideally from bank, fintech, Customer Success or finance-related institution
- •Proven experience in a customer service leadership role with a strong 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
- •Familiarity with customer service software and tools
- •Knowledge of quality assurance processes and performance management
- •Ability to speak Chinese
- •A dedicated workspace
- •A reliable internet connection with the fastest speed possible in your area
- •Alignment with company values and Xapo Values-Driven Leadership principles
What You'll Do
- •Supervise and mentor a team of customer support Advisors
- •Conduct regular one-on-one calibration meetings to provide feedback, coaching, and development opportunities
- •Approve and manage schedule changes including PTO, sick leave, and special leave requests
- •Collaborate with HR to recruit and hire Advisors
- •Assist in the onboarding process for new hires
- •Develop and implement comprehensive training programs for Advisors
- •Track training progress and completion
- •Conduct probationary reviews and provide feedback
- •Establish and maintain a Quality Assurance program
- •Monitor agent performance through evaluations of customer interactions
- •Set and track performance targets for QA compliance
- •Identify performance gaps and implement improvement strategies
- •Serve as primary point of contact for escalated customer issues
- •Work the Complaints queue and present results to MLRO
- •Oversee the supervisor queue for complex cases
- •Conduct audits on contact drivers, tags, and shortcuts
- •Perform four-eye checks on manually created documents
- •Work closely with Technical CS Specialist on reporting processes
- •Collaborate with Product Owners, Marketing, and Team leads for process improvements
- •Utilize data insights to inform decision-making and drive performance improvements
- •Utilize dashboards and reporting tools to track team performance against KPIs
- •Conduct one-on-one sessions with team members for coaching and development
- •Identify bottlenecks and implement process improvements
- •Celebrate achievements and milestones related to KPIs
Benefits
- •Work 100% remotely from anywhere in the world
- •Flexible PTO plan
- •Yearly budget for individual learning and development goals
- •Great work-life balance
- •Collaborate, learn, and grow with a high-performance team
About Xapo Bank
Xapo combines the convenience of an everyday bitcoin wallet with the security of a deep cold storage vault.
Palo Alto, CA, US
10 - 50
Finance