Customer Success Team Lead – Remote (EMEA)

About the role

The Customer Success Team Lead (EMEA) ensures seamless delivery of support services, aligning with departmental KPIs and company OKRs. This temporary 6‑month maternity‑cover role is fully remote and focuses on proactive leadership, strategic oversight, and continuous improvement of customer satisfaction and retention.

Key responsibilities

• Supervise and mentor a team of 10‑11 customer support advisors, conduct one‑on‑one coaching, and manage schedules, PTO and leave requests.
• Collaborate with HR to recruit, hire and onboard new advisors, ensuring coverage across required time zones.
• Develop and deliver training programs, track competency progress, and conduct probationary reviews.
• Establish and maintain a Quality Assurance program, targeting at least 95 % compliance and monitoring agent performance.
• Handle escalated customer issues, manage the complaints and supervisor queues, and present results to the MLRO.
• Perform regular audits of contact drivers, tags and shortcuts, and conduct four‑eye checks on customer‑facing documents.
• Work with Technical CS Specialists, Product Owners and other department leads to improve processes using data insights.

Required profile

• Minimum 5 years of experience in operations, preferably within a bank, fintech or finance‑related institution.
• Proven leadership experience in customer service with a strong record of meeting performance targets.
• Excellent communication, coaching and interpersonal abilities.
• Strong analytical skills with experience in data analysis and reporting.
• Ability to manage multiple priorities in a fast‑paced environment.

Required skills

• Familiarity with customer service software and tools.
• Experience in data analysis and performance reporting.
• Knowledge of quality assurance processes and performance management.

What we offer

• Fully remote work from anywhere in the EMEA region.
• Flexible PTO plan and autonomy over work schedule.
• Annual budget for learning and development, including books and conferences.
• Opportunity to impact a global fintech company focused on economic freedom.