Customer Experience People Lead

The role / impact

In this role, you will lead a dedicated group of specialists and seniors who provide critical support to our users. Your influence ensures that small business owners, bookkeepers, and accountants receive the empathetic and expert guidance they need to see the true value Xero adds to their business. By championing high levels of satisfaction across all contact channels, you help build a stronger economy and empower our community to reach their limitless potential.

As a member of the global leadership team, you will play a vital role in executing our customer experience strategy and meeting key objectives. You will empower your team to make decisions in the best interests of both our customers and our business, acting as a brand ambassador and a key point of escalation for complex issues.

The team / how they connect

The Customer Experience team is a global, collaborative group working together to provide 24/7 support. You will work closely with your peers and operational supporting roles to ensure alignment across global operations and a cohesive approach to supporting our users.

The team is currently working on / Initially, you will focus on

• Driving alignment and cohesiveness across global operations through effective collaboration with international peers.

• Uplifting team capability through ongoing coaching, development, and the proactive management of performance.

• Delivering on workforce planning requirements, including availability and productivity targets within the global operating plan.

• Identifying and implementing opportunities to improve service delivery and internal processes.

Where and how you can work

At Xero, we offer a flexible working environment designed to help you do your best work. For this role, the requirement is to spend three days in the office, with Wednesday being a mandatory boost day for the team to connect and collaborate in person. The remaining two days of the week can be worked from home.

Here are some of the things we are looking for

• You bring experience leading and motivating teams within a customer support environment, focusing on service levels and quality targets.

• Your communication style is accomplished and clear, giving you the confidence to navigate difficult conversations and areas of conflict in a positive way.

• You possess a growth mindset and a passion for coaching others to achieve their full potential.

• Building great relationships comes naturally to you, allowing you to collaborate effectively across a global organisation.

• You have a proven ability to balance the needs of individuals with the broader goals of the business.

• A background in accounting or small business would be a great bonus to help you relate to our customers' needs.

Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.