Customer Success Team Lead

Work from anywhere, impact everywhere

Xapo Bank is a fully licensed bank, regulated by the Gibraltar Financial Services Commission, and the world’s first fully integrated Bitcoin-enabled bank. We’re not just reimagining finance – we’re building the future of it, offering our members safe, secure and seamless access to traditional banking and Bitcoin services.

We’re a global, fully distributed team, working across multiple time zones and continents. We believe in empowering our people to work from anywhere, while making a real impact on the future of finance.

We’re looking for a Customer Success Team Lead to join our team in the APAC region. This is a full-time, 100% remote position. Work from anywhere!

Position overview

In this role, you will lead a team of Customer Success specialists who support our members across the APAC region. You will be responsible for ensuring that our members receive the highest quality of service, and that our team is empowered to deliver exceptional experiences.

You will work closely with the Head of Customer Success to develop and implement strategies that improve our service, and you will be a key member of the Customer Success leadership team.

Responsibilities

Team Leadership & Development:

• Lead, mentor, and develop a team of Customer Success Specialists, fostering a culture of excellence, accountability, and continuous improvement
• Set clear performance expectations and provide regular feedback, coaching, and development opportunities
• Conduct regular 1:1s, team meetings, and performance reviews
• Identify training needs and coordinate development plans for team members
• Promote a positive team culture that reflects Xapo’s values

Recruitment & Staffing:

• Participate in the recruitment and onboarding of new Customer Success Specialists
• Ensure adequate staffing levels to meet service demands across the APAC region
• Manage shift scheduling and resource allocation

Training & Performance Management:

• Design and deliver training programs for new and existing team members
• Monitor team performance against KPIs, including response times, resolution rates, CSAT, and QA scores
• Implement performance improvement plans where necessary
• Recognize and reward outstanding performance
• Ensure the team is equipped with the knowledge and tools to succeed

Quality Assurance (QA) Program:

• Run the QA program for the APAC Customer Success team, reviewing interactions against our quality standards
• Maintain a 95% QA target across the team
• Provide detailed feedback to team members and identify areas for improvement
• Report on QA trends and recommend process improvements

Customer Satisfaction (CSAT) & Dissatisfaction (DSAT):

• Monitor CSAT and DSAT scores, targeting 97% CSAT
• Investigate DSAT cases, identify root causes, and implement corrective actions
• Share customer feedback with product and operations teams to drive improvements

Documentation & Compliance:

• Ensure all customer interactions are accurately documented in accordance with regulatory requirements
• Maintain up-to-date knowledge base articles and internal procedures
• Ensure the team follows all compliance and security protocols

Collaboration with Technical CS Specialist:

• Work closely with Technical CS Specialists to resolve complex technical issues
• Escalate technical issues appropriately and track resolution
• Share knowledge and best practices across the Customer Success team

KPI & OKR Achievement

• Drive the APAC Customer Success team to achieve its KPIs, including 95% QA and 97% CSAT targets
• Monitor and report on team performance, identifying trends and areas for improvement
• Work with the Head of Customer Success to set and achieve OKRs
• Use data to make informed decisions and drive continuous improvement
• Ensure the team meets all service level agreements (SLAs)
• Champion a customer-first culture across the team

Daily Integration Strategies

• Use Chinese language skills daily to communicate with team members and members across the APAC region
• Translate and localize customer-facing content as needed
• Bridge cultural and language gaps between the APAC team and global stakeholders
• Participate in daily stand-ups and team syncs across time zones
• Share insights from the APAC region with the global Customer Success team
• Represent the APAC team in cross-functional meetings

Skills needed

• 5+ years of experience in operations, customer success, or a related field, with at least 2 years in a leadership role
• Fluent in Chinese (Mandarin) and English, both written and spoken
• Experience leading and developing customer success or support teams
• Strong understanding of customer success metrics, including CSAT, NPS, and QA
• Excellent communication and interpersonal skills
• Ability to work across multiple time zones and cultures
• Experience with CRM and customer support tools (e.g., Zendesk, Salesforce)
• Strong problem-solving and decision-making skills
• Knowledge of Bitcoin and traditional banking is a plus
• Ability to work in a fast-paced, remote environment
• Passion for Xapo’s mission and values

Other requirements

• Must be based in the APAC region
• Must be available to work across APAC business hours
• Must have a reliable internet connection and a suitable home office setup
• Must be willing to travel occasionally for team offsites and company events
• Must have the right to work in your country of residence

Why work for Xapo?

• Work from anywhere: this is a full-time, 100% remote position
• Be part of a mission-driven company that is changing the future of finance
• Work with a global, diverse, and talented team
• Competitive salary and benefits package
• Annual company offsites in interesting locations around the world
• Learning and development opportunities
• Flexible working hours
• Health and wellness benefits
• Opportunity to work with cutting-edge Bitcoin technology
• Make a real impact on the lives of our members around the world…