<div class="content-intro"><h2 style="text-align: left;">Work from anywhere, impact everywhere </h2> <p>Diversity is at the heart of who we are at Xapo Bank. <br>We’re a fully distributed team of over 160 Xapiens that work remotely from 50+ countries around the world.</p> <p>Our beginning: A world that enjoys economic freedom and wealth protection,no matter where you live or who is running your country.<br>To achieve that, we search the world for the best people for the job. <br>We work hard, think globally, and inspire each other to learn and grow. <br>We are committed to changing the way things are done.</p> <p style="text-align: left;"><span style="font-weight: 500;">Although we are headquartered in Gibraltar, this is a full time, 100% remote position <br></span><span style="font-weight: 500;">Work from anywhere!</span></p></div><h2 id="page-1" class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-0">Position overview</h2> <p class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-0">The Customer Success Team Lead (APAC) is pivotal in ensuring the seamless delivery of customer support services, aligning with both departmental KPIs and company OKRs. This role emphasizes proactive leadership, strategic oversight, and continuous improvement to enhance customer satisfaction and retention. <br><br></p> <h2 class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-0">Responsibilities</h2> <ul> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-0">Team Leadership & Development:<br>Supervise and mentor a team of customer support Advisors, fostering a collaborative and high-performance environment. <br>Conduct regular one-on-one calibration meetings to provide feedback, coaching, and development opportunities. <br>Approve and manage schedule changes, including PTO, sick leave, and special leave requests, ensuring adequate coverage and adherence to policies and procedures.<br><br></li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-0">Recruitment & Staffing: <br>Collaborate with HR to recruit and hire Advisors, ensuring alignment with business needs and time zone requirements.<br>Assist in the onboarding process, ensuring new hires are effectively integrated into the team. <br><br></li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">Training & Performance Management: <br>Develop and implement comprehensive training programs for new and existing Advisors. <br>Track training progress and completion, ensuring all Advisors meet required competencies. <br>Conduct probationary reviews and provide actionable feedback to support agent development.<br><br></li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">Quality Assurance (QA) Program: <br>Establish and maintain a QA program, monitoring agent performance through regular evaluations of customer interactions. <br>Set and track performance targets, aiming for a minimum of 95% QA compliance. <br>Identify performance gaps and implement strategies for continuous improvement.<br><br></li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">Customer Satisfaction (CSAT) & Dissatisfaction (DSAT): <br>Serve as the primary point of contact for escalated customer issues, providing timely and effective resolutions. <br>Work the Complaints queue and present results to MLRO. <br>Oversee the supervisor queue, ensuring complex cases are addressed promptly.<br><br></li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">Documentation & Compliance: <br>Conduct audits on contact drivers, tags, and shortcuts every six months to ensure accuracy and compliance. <br>Perform four-eye checks on manually created documents before they are sent to customers, minimizing errors.</li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">Collaboration with Technical CS Specialist: <br>Work closely with the Technical CS Specialist to manage reporting processes, ensuring accurate and timely data collection. <br>Work closely with Product Owners, Marketing, Team leads from different departments to work out together different improvements in processes. <br>Utilize data insights to inform decision-making and drive performance improvements. </li> </ul> <p class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1"> </p> <h2 class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">KPI & OKR Achievement</h2> <ul> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">Quality Assurance (QA): <br>95% → Regularly monitor and evaluate agent interactions to ensure adherence to quality standards. Provide constructive feedback and coaching to maintain high-quality service. <br><br></li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">Customer Satisfaction (CSAT): <br>97% → Implement strategies to enhance customer interactions, ensuring that Advisors are equipped to meet customer needs effectively. Evaluate different methods like AI to improve our KPI on a regular basis. <br><br></li> <li class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-1">First Time Resolution in Chat: <br>12 hours → Monitor chat interactions to ensure issues are addressed within the specified time frame. Identify areas of improvement to update processes on a regular basis.