All vacancies
Customer Success Team Lead (Remote - EMEA)
Xapo Bank
Remote · worldwideSalary not disclosedfull-timeNewVerified recentlyXapo Bank Careers
The Customer Success Team Lead (EMEA) 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.
Responsibilities
- Team Leadership & Development
- Supervise and mentor a team of 10–11 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.
Languages
- Work format
- Remote
- Seniority
- Lead
- Posted
- 29 Sept 2026 (today)
- Last verified
- 29 Sept 2026