Position overview

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.

This is a temporary position to provide maternity cover for 6 months with possibility to extend as required.

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.
  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.

Skills needed

• 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

Other requirements

• 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.