Customer Success Team Lead
Job Summary
Leading a remote team of customer support Advisors, the full-time Customer Success Team Lead will oversee service delivery, enhance customer satisfaction, and implement training and performance management strategies across the APAC region.
Key responsibilities
- Supervise and mentor a team, conducting regular feedback sessions and managing scheduling
- Collaborate with HR for recruitment and onboarding of new Advisors, ensuring alignment with business needs
- Establish and maintain a quality assurance program, monitoring performance and implementing improvements
Required qualifications
- Minimum of 5 years of relevant experience in Operations, preferably in banking, fintech, or customer success
- Proven leadership experience in customer service with a strong track record of meeting performance targets
- Strong analytical skills with experience in data analysis and reporting
- Familiarity with customer service software and quality assurance processes
- Fluency in Chinese is required
Complete Job Description
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