Customer Success Team Lead at Xapo bank

Supervise and mentor a team of 10-11 customer support advisors, fostering a collaborative and high-performance environment.

Collaborate with HR to recruit and hire Advisors, ensuring alignment with business needs and time zone requirements.

Develop and implement comprehensive training programs for new and existing Advisors.

Establish and maintain a QA program, monitoring agent performance through regular evaluations of customer interactions.

Serve as the primary point of contact for escalated customer issues, providing timely and effective resolutions.

Conduct audits on contact drivers, tags, and shortcuts every six months to ensure accuracy and compliance.

Work closely with the Technical CS Specialist to manage reporting processes, ensuring accurate and timely data collection.

Xapo bank