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Team Leadership & Development:
- Supervise and mentor a team of customer support Advisors, fostering high performance.
- Conduct regular one-on-one calibration meetings and manage schedules including PTO and leave.
Quality Assurance & KPIs:
- Establish and maintain QA program targeting 95% compliance and CSAT of 97%.
- Monitor chat and email response times, ensuring first response in 4 minutes for chat and 6 hours for email.
Process Optimization & Collaboration:
- Work with HR, Technical CS, and Product teams to recruit, onboard, and improve processes.
- Use data insights and dashboards to track performance and drive continuous improvement.
Xapo Bank
We are a fully distributed team of over 160 Xapiens working remotely from 50+ countries, focused on economic freedom and wealth protection. We work hard, think globally, and inspire each other to learn and grow.