Customer Success Team Lead (Remote - EMEA) (Fintech)

Location: 100% remote; work from anywhere in the world. The company is headquartered in Gibraltar, but the role does not require office attendance.

Company

hirify.global is a distributed fintech company focused on economic freedom, wealth protection, consumer protection, and regulatory compliance.

What you will do

• Lead and mentor 10–11 customer support advisors through regular one-on-ones, coaching, feedback, and development planning.
• Manage staffing, schedules, leave requests, recruitment, and onboarding in coordination with HR.
• Build training programs, conduct probationary reviews, and manage advisor performance against operational targets.
• Establish and maintain the quality assurance program, evaluate customer interactions, and drive continuous improvement.
• Handle escalated customer issues, complaints, supervisor-queue cases, and reporting to the MLRO.
• Collaborate with the Technical CS Specialist, Product Owners, Marketing, and other team leads to improve processes and reporting.

Requirements

• At least 5 years of relevant Operations experience, ideally in banking, fintech, customer success, or a finance-related institution.
• Proven experience leading customer service teams and achieving performance targets.
• Strong communication, coaching, interpersonal, analytical, and prioritization skills.
• Experience with data analysis, reporting, customer service software, quality assurance, and performance management.
• A dedicated workspace and reliable high-speed internet connection.
• Alignment with Xapo's values-driven leadership principles and commitment to ethical, transparent customer treatment.

Culture & Benefits

• 100% remote work from anywhere in the world within a distributed team spanning more than 50 countries.
• Flexible scheduling and a flexible PTO plan supporting work-life balance.
• Autonomous and collaborative work in a high-performance environment.
• Annual individual learning and development budget for books, conferences, and other learning goals.
• Temporary maternity-cover assignment for 6 months, with a possibility of extension.