Customer Success Team Lead (Remote - APAC)

Responsibilities

• Team Leadership & Development:

- Supervise and mentor a team of 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.