Customer Success - Team Lead

About the Job

In this role, you’ll lead the Customer Success team to deliver exceptional service quality and operational excellence. You’ll oversee ticket handling processes, monitor team performance, and ensure adherence to SLAs, all while serving as the primary point of escalation for complex or high-priority customer cases. Your leadership will be key in driving accuracy, efficiency, and a world-class customer experience.

You’ll focus on developing and empowering your team through personalized coaching, technical training, and mentoring programs. Beyond managing operations, you’ll also play an active role in upskilling the agents, ensuring both levels of support continuously improve in knowledge, capability, and collaboration.

As a strategic partner across Product, Engineering, and Business teams, you’ll use data-driven insights to optimize processes, resolve recurring issues, and influence key decisions. You’ll champion scalable improvements that enhance service quality, strengthen cross-functional alignment, and drive Xendit’s continued growth and customer success.

Minimum Qualifications

• 5+ years of experience leading people or managing complex projects/programs, demonstrating effective delegation and motivation.
• Deep expertise (5+ years) in the relevant subject matter, demonstrated by being the final point of escalation and capable of defining best practices, quality standards, and training materials.
• Broad experience in relevant domains such as technical support, data processing, data analysis, knowledge management, and automation or continuous improvement.
• Track record of successfully developing team members and driving continuous improvement initiatives (e.g., process optimization, efficiency gains).
• Excellent communication skills and the ability to build and maintain relationships effortlessly across various levels of the organization.

Preferred Qualifications

• Proven experience in leading and managing a team, with the ability to motivate and develop team members.
• Previous experience (3+ years) working within the Fintech, Payments, or Banking sectors, with a practical understanding of financial services products, transaction life cycles, and industry-specific regulations.
• Deep and current subject matter expertise combined with a strong understanding of complex technical issue investigation, root cause analysis, and establishing scalable problem-solving processes that reduce incident recurrence.
• Exceptional analytical and critical thinking skills, including proficiency in using data visualization and analytics tools (e.g., Looker, Tableau, advanced Excel, SQL) to identify trends, derive actionable insights, and influence strategic operational decisions.
• Experienced in designing, maintaining, and optimizing knowledge bases, Standard Operating Procedures (SOPs), and technical documentation to ensure operational consistency, rapid knowledge transfer, and efficiency across the team.
• Strong stakeholder management skills, with the proven ability to build consensus and collaborate effectively across diverse cross-functional teams (e.g., Engineering, Product, Operations) to achieve shared goals and represent the team's interests.
• Demonstrated ability to translate technical insights into strategic improvements and lead large-scale process optimization initiatives that result in measurable improvements in service quality, operational efficiency, or customer experience.

Responsibilities

• Operational Leadership & Quality Assurance

• Elevate Service Quality: Oversee and audit L2 ticket handling processes, ensuring exceptional quality, accuracy, and adherence to defined SLAs. Regularly review daily outcomes and process efficiency to guarantee an excellent customer experience.
• Capacity and Performance Management: Manage, monitor, and optimize the L2 team's workload, capacity, engagement, and performance metrics to ensure operational excellence and consistent output.
• Expert Escalation Management: Serve as the primary point of escalation for urgent, complex, or high-priority customer cases, providing expert guidance and ensuring timely, effective, and complete resolution.

• Team Development & Coaching

• Drive Skill Mastery: Lead and execute strategic team development through personalized coaching, training, and mentoring programs. Focus on strengthening both advanced technical proficiency and essential professional/soft skills.
• Nurture L1 Growth: Support the continuous growth and upskilling of L1 agents by developing resources and providing direct input to enhance their product knowledge, ticket handling effectiveness, and overall efficiency.

• Strategic Impact & Continuous Improvement

• Deliver Data-Driven Insights: Act as a key analytical driver within the Customer Success organization by conducting and presenting meaningful, data-driven analysis that directly contributes to team performance improvement and broader company strategic goals.
• Champion Success: Proactively identify, define, and lead initiatives that accelerate Xendit’s success, focusing on scalable process optimization, knowledge dissemination, and cross-functional alignment to maximize business impact.

• Cross functional stakeholder management

• Bridge to Product & Engineering: Act as the voice of the customer to Product and Engineering by providing data-backed technical feedback to drive bug resolution and feature prioritization.
• Enable business teams: Serve as go-to technical expert for Sales/AM/CPS, delivering crucial product and technical guidance to enable effective customer management.
• Support strategy alignment: Working closely with partnership to improve partner performance by providing data analysis & meaningful insight and identifying current partner issues to improve customer experience.