Customer Success Team Lead – Remote (APAC)

About the role

The Customer Success Team Lead (APAC) will oversee the delivery of support services for a fully distributed fintech bank, ensuring alignment with departmental KPIs and company OKRs while driving customer satisfaction and retention.

Key responsibilities

• Supervise and mentor a team of Customer Support Advisors, conduct regular one‑on‑one coaching and manage schedules, PTO and leave to ensure coverage.
• Lead recruitment, onboarding and training programs, track competency development and conduct probationary reviews.
• Establish and maintain a Quality Assurance program targeting at least 95% compliance, monitor performance metrics and drive continuous improvement.
• Handle escalated customer issues, manage the complaints and supervisor queues, and ensure timely resolution in line with CSAT and DSAT targets.
• Conduct regular audits of contact drivers, tags and documentation, and collaborate with Technical CS Specialists and product owners to improve processes.

Required profile

• Minimum 5 years of experience in operations, customer success or similar roles within banking, fintech or finance institutions.
• Proven leadership experience with a track record of meeting KPI and OKR targets.
• Excellent communication, coaching and interpersonal abilities.
• Strong analytical skills with experience in data analysis, reporting and performance management.
• Fluent in Chinese (Mandarin) and English.

What we offer

• 100 % remote work from anywhere, with flexible PTO and autonomous scheduling.
• Opportunity to impact a global fintech bank and shape the future of economic freedom.
• Learning budget for books, conferences and personal development.
• Collaborative high‑performance team culture focused on growth and excellence.