Customer Success Team Lead (Remote - APAC)

Location: 100% remote; work from anywhere. The company is headquartered in Gibraltar, and the role is aligned with APAC time zone requirements.

Company

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

What you will do

• Lead, mentor, coach, and develop a team of customer support Advisors.
• Recruit and onboard Advisors while aligning staffing with business needs and time zone requirements.
• Design training programs, conduct performance reviews, and manage individual development.
• Establish and maintain the quality assurance program, targeting at least 95% QA compliance.
• Handle escalated customer issues, complaints, supervisor queues, and complex cases.
• Collaborate with Technical Customer Success, Product, Marketing, and other department leads to improve processes and reporting.

Requirements

• At least 5 years of relevant experience in Operations, Customer Success, customer service, banking, fintech, or another finance-related institution.
• Proven experience leading customer service teams and achieving performance targets.
• Strong communication, coaching, interpersonal, analytical, and reporting skills.
• Knowledge of quality assurance processes, performance management, customer service software, and support tools.
• Chinese language proficiency is required.
• Dedicated workspace and reliable high-speed internet connection are required.

Culture & Benefits

• 100% remote work from anywhere in the world.
• Flexible scheduling and a flexible paid time off plan.
• Autonomous work combined with collaboration in a high-performance distributed team.
• Annual learning and development budget for books, conferences, and other educational goals.
• Commitment to fair treatment, transparency, ethical conduct, consumer protection, and regulatory compliance.