Customer Success Team Lead (Remote - EMEA)

Role overview

This role leads a customer support team serving the EMEA region, with responsibility for daily operations, agent coaching, and performance against quality and satisfaction targets. The position is fully remote and full-time, structured as a six-month temporary maternity cover with the possibility of extension. The work blends people leadership, process improvement, and hands-on handling of escalated cases inside a regulated banking environment.

Responsibilities

- Lead and develop a team of roughly 10–11 customer support advisors through regular one-on-one coaching, calibration sessions, and performance reviews. - Partner with HR on recruiting, hiring, and onboarding new advisors, aligned to regional time-zone coverage needs. - Design and run training programs, track completion, and conduct probationary evaluations for new hires. - Operate a quality assurance program targeting at least 95% compliance, including six-monthly audits of contact drivers, tags, and shortcuts. - Act as the primary escalation contact for complex and dissatisfied customers, overseeing complaint and supervisor queues. - Collaborate with technical specialists, product owners, marketing, and other department leads on reporting, data insights, and process improvements. - Monitor KPIs across chat and email channels, including CSAT, first-time resolution, and first response time.

Requirements

- Around five years of relevant operations experience, ideally within a bank, fintech, customer success, or other finance-related institution. - Demonstrated success leading a customer service team and consistently meeting performance targets. - Strong communication, coaching, and interpersonal skills. - Solid analytical ability with hands-on experience in data analysis and reporting. - Comfort managing multiple priorities in a fast-paced, fully remote environment. - Familiarity with customer service software and quality assurance processes. - A dedicated workspace and a reliable high-speed internet connection.

Nice to have

- Exposure to AI-driven approaches for improving customer support KPIs. - Background working with compliance, audit, or regulatory reporting functions in financial services.

Benefits and work setup

- 100% remote position, allowing work from anywhere in EMEA time zones. - Flexible scheduling and a flexible paid time off plan. - Annual learning and development budget for books, courses, or conferences. - Collaboration with a globally distributed team across many countries.