Customer Success Team Lead – EMEA

Job not on LinkedIn

🔥 6 minutes ago

🇬🇮 Gibraltar – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Xapo Bank

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2013

🏦 Banking

₿ Crypto

🔐 Security

Banking • Crypto • Security

Xapo Bank is a fully licensed bank and Bitcoin custodian, founded in 2013, that offers top-notch security for Bitcoin holdings. It provides its users with the ability to secure their Bitcoin wealth through advanced security features, including decentralized multi-party computation technology and a global network of guarded bunkers. Xapo Bank also offers banking services, combining fiat and cryptocurrency transactions with the ability to earn interest on Bitcoin and USD deposits. With personalized banking services and access to global financial markets, Xapo Bank positions itself as a premier choice for managing Bitcoin-centric wealth and financial growth. Members can enjoy seamless transactions, a dedicated account manager, and the use of the Xapo Bank card for global spending without foreign exchange fees, while benefiting from Gibraltar's deposit protection for fiat deposits.

📋 Description

• Supervise and mentor a team of 10–11 customer support advisors • Conduct regular one-on-one calibration meetings, 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 and assist with onboarding • Develop and implement training programs for new and existing Advisors • Track training progress and completion and conduct probationary reviews • Establish and maintain a quality assurance program and monitor agent performance • Set and track performance targets, including a minimum of 95% QA compliance • Serve as the primary point of contact for escalated customer issues • Work the Complaints queue and present results to MLRO • Oversee the supervisor queue and ensure complex cases are addressed promptly • Conduct audits on contact drivers, tags, and shortcuts every six months • Perform four-eye checks on manually created customer documents • Collaborate with the Technical CS Specialist on reporting and data collection • Work with Product Owners, Marketing, and team leads on process improvements • Use dashboards and reporting tools to monitor KPIs and identify improvement areas • Conduct weekly one-on-one coaching sessions and set KPI-aligned goals • Identify bottlenecks and implement process improvements • Recognize achievements and motivate the team • Drive KPI and OKR achievement for QA, CSAT, and response/resolution times

🎯 Requirements

• Minimum of 5 years of relevant experience working in Operations departments, ideally from a bank, fintech, Customer Success or any 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 • A dedicated workspace • A reliable internet connection with the fastest speed possible in your area • Alignment with Our Values and the Xapo Values-Driven Leadership principles

🏖️ Benefits

• 100% remote work from anywhere in the world • Flexible work schedule • Flexible PTO plan • Yearly budget for individual learning and development goals • Opportunities to learn from books to conferences • Work-life balance • Autonomy and collaborative teamwork