Lead and develop a team of 10–11 customer support advisors; conduct regular one-on-one calibration meetings; approve and manage scheduling, PTO, and leave to ensure adequate coverage and policy adherence.
Collaborate with HR to recruit and onboard advisors, ensuring alignment with business needs and time zone requirements.
Design and implement training programs; monitor progress; conduct probation reviews.
Establish and maintain a QA program; monitor agent performance; aim for a minimum of 95% QA compliance; identify and close performance gaps.
Serve as the primary point of contact for escalated customer issues; manage the complaints queue; oversee the supervisor queue for complex cases.

Jobs at Xapo Bank

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About the role

Overview: The Customer Success Team Lead (EMEA) ensures the seamless delivery of customer support services, aligns with departmental KPIs and company OKRs, and provides proactive leadership and continuous improvement to enhance customer satisfaction and retention. This is a temporary maternity cover for six months with the possibility to extend. Location: Although headquartered in Gibraltar, this is a fully remote position. Work from anywhere while being based in Gibraltar.

Responsibilities

Lead and develop a team of 10–11 customer support advisors; conduct regular one-on-one calibration meetings; approve and manage scheduling, PTO, and leave to ensure adequate coverage and policy adherence.
Collaborate with HR to recruit and onboard advisors, ensuring alignment with business needs and time zone requirements.
Design and implement training programs; monitor progress; conduct probation reviews.
Establish and maintain a QA program; monitor agent performance; aim for a minimum of 95% QA compliance; identify and close performance gaps.
Serve as the primary point of contact for escalated customer issues; manage the complaints queue; oversee the supervisor queue for complex cases.
Ensure documentation accuracy and compliance: conduct audits on contact drivers, tags, and shortcuts; perform four-eye checks on documents before sending to customers.
Collaborate with the Technical CS Specialist, Product Owners, Marketing, and other teams to improve processes; leverage data insights to drive decisions.
Monitor KPIs and OKRs: QA 95%; CSAT 97%; First Time Resolution in C

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Key requirements

Lead and develop a team of 10–11 customer support advisors; conduct regular one-on-one calibration meetings; approve and manage scheduling, PTO, and leave to ensure adequate coverage and policy adherence.
Collaborate with HR to recruit and onboard advisors, ensuring alignment with business needs and time zone requirements.
Design and implement training programs; monitor progress; conduct probation reviews.
Establish and maintain a QA program; monitor agent performance; aim for a minimum of 95% QA compliance; identify and close performance gaps.
Serve as the primary point of contact for escalated customer issues; manage the complaints queue; oversee the supervisor queue for complex cases.