Xapo Bank - Customer Success Team Lead (Remote - APAC)

• Team Leadership & Development: • Supervise and mentor a team of customer support Advisors, fostering a collaborative and high-performance environment. • 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, ensuring adequate coverage and adherence to policies and procedures. • Recruitment & Staffing: • Collaborate with HR to recruit and hire Advisors, ensuring alignment with business needs and time zone requirements. • Assist in the onboarding process, ensuring new hires are effectively integrated into the team. • Training & Performance Management: • Develop and implement comprehensive training programs for new and existing Advisors. • Track training progress and completion, ensuring all Advisors meet required competencies. • Conduct probationary reviews and provide actionable feedback to support agent development. • Quality Assurance (QA) Program: • Establish and maintain a QA program, monitoring agent performance through regular evaluations of customer interactions. • Set and track performance targets, aiming for a minimum of 95% QA compliance. • Identify performance gaps and implement strategies for continuous improvement. • Customer Satisfaction (CSAT) & Dissatisfaction (DSAT): • Serve as the primary point of contact for escalated customer issues, providing timely and effective resolutions. • Work the Complaints queue and present results to MLRO. • Oversee the supervisor queue, ensuring complex cases are addressed promptly. • Documentation & Compliance: • Conduct audits on contact drivers, tags, and shortcuts every six months to ensure accuracy and compliance. • Perform four-eye checks on manually created documents before they are sent to customers, minimizing errors. • Collaboration with Technical CS Specialist: • Work closely with the Technical CS Specialist to manage reporting processes, ensuring accurate and timely data collection. • Work closely with Product Owners, Marketing, Team leads from different departments to work out together different improvements in processes. • Utilize data insights to inform decision-making and drive performance improvements. • KPI & OKR Achievement • Quality Assurance (QA): • 95% → Regularly monitor and evaluate agent interactions to ensure adherence to quality standards. Provide constructive feedback and coaching to maintain high-quality service. • Customer Satisfaction (CSAT): • 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. • First Time Resolution in Chat: • 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. • First-Time Resolution in Email: • 24 hours → Establish clear guidelines for email responses, ensuring that advisors provide timely and accurate solutions to customer inquiries. • First Response Time in Chat: • 4 minutes → Encourage Advisors to respond to customer inquiries within the first four minutes. Implement training to improve response times and customer engagement. • First Response Time in Email: • 6 hours → Set expectations for email response times, aiming to address customer emails within six hours. Monitor performance and provide feedback to maintain efficiency. Actively monitoring queues to address any incident/event in a timely manner. • Daily Integration Strategies • Performance Monitoring: • Utilize dashboards and reporting tools to track team performance against KPIs. Regularly review metrics to identify areas for improvement. • Coaching and Development: • Conduct one-on-one sessions with team members to discuss performance, provide feedback, and set goals aligned with KPIs on a weekly basis. • Process Optimization: • Identify bottlenecks or challenges affecting KPI achievement and implement process improvements to enhance efficiency. • Recognition and Motivation: • Celebrate achievements and milestones related to KPIs to motivate the team and reinforce desired behaviors.