Xapo combines the convenience of an everyday Bitcoin wallet with the security of a deep cold storage vault. Backed by Blockchain Capital.
About the role
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.
What they're looking for
- 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
More about this role
Diversity is at the heart of who we are at Xapo Bank.
We’re a fully distributed team of over 160 Xapiens that work remotely from 50+ countries around the world.
Our beginning: A world that enjoys economic freedom and wealth protection,no matter where you live or who is running your country.
To achieve that, we search the world for the best people for the job.
We work hard, think globally, and inspire each other to learn and grow.
We are committed to changing the way things are done.
Although we are headquartered in Gibraltar, this is a full time, 100% remote position
Work from anywhere!
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.
- 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...
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