Customer Success Team Lead (Remote - APAC)

Role overview

A fully remote fintech is hiring a Customer Success Team Lead for its APAC operations. The role drives the day-to-day performance of a distributed support team, balancing hands-on coaching with strategic oversight of quality, satisfaction, and response-time KPIs. Success in this position means lifting team capability while protecting customer trust in a regulated financial environment.

Responsibilities

- Lead, mentor, and coach a remote team of customer support Advisors across APAC time zones, conducting regular one-on-one calibration meetings and managing approvals for time off and schedule changes. - Partner with HR on hiring, onboarding, and ongoing training programs, including probationary reviews and competency tracking for new and existing team members. - Build and maintain a quality assurance (QA) program, evaluating customer interactions, identifying performance gaps, and pursuing a target of 95% QA compliance. - Serve as the primary escalation point for complex or dissatisfied customers, working the complaints queue, presenting findings to the MLRO, and overseeing the supervisor queue. - Audit contact drivers, tags, and shortcuts on a semi-annual basis, and perform four-eye checks on manually produced customer documents. - Collaborate with the Technical CS Specialist, Product Owners, Marketing, and other team leads on reporting, process improvements, and data-driven decisions. - Monitor KPIs such as CSAT (97%), first-time resolution in chat (12h) and email (24h), and first-response time in chat (4 min) and email (6h) using dashboards and reporting tools. - Drive continuous improvement through coaching, recognition of milestones, and process optimization to remove bottlenecks.

Requirements

- At least 5 years of operations experience, ideally in a bank, fintech, customer success organization, or another finance-related setting. - Demonstrated success leading customer service teams and meeting performance targets. - Excellent communication, coaching, and interpersonal skills suited to a fully remote, distributed team. - Strong analytical ability with hands-on experience in data analysis and reporting. - Comfort managing multiple priorities in a fast-paced environment. - Working knowledge of customer service software, QA processes, and performance management practices. - Fluency in Chinese (required). - A dedicated workspace and a reliable, high-speed internet connection.

Benefits and work setup

- 100% remote, full-time position with the ability to work from anywhere. - Flexible scheduling and a flexible PTO policy that supports work-life balance. - Annual learning and development budget for books, conferences, and other growth resources. - Highly distributed team that values autonomy, collaboration, and high performance. - Accountability framework rooted in fair treatment, transparency, and ethical conduct with customers and stakeholders.