Support Team Leader

7 days ago


Wellington, Wellington, New Zealand Xero Full time

About the job

This is an opportunity to lead a team of Customer Experience Specialists and Seniors who are passionate about providing exceptional experiences for both our customers and Xero. The Customer Experience People Lead will empower their teams to make decisions in the best interests of our customers and our business.

Responsibilities

  • Participate in CX leadership team to deliver on CX strategy, objectives, and initiatives
  • Collaborate with global peers to drive alignment and cohesiveness across global operations
  • Coach teams to achieve results, including quality, customer satisfaction, and productivity targets
  • Develop and uplift overall capability of your team
  • Lead high-performance culture in your teams, celebrating success and managing underperformance
  • Deliver on workforce planning requirements in global operating plan

What we're looking for

  • Experience leading or managing a team in a customer support environment
  • Excellent verbal and written communication skills
  • Used to acting as a brand ambassador
  • Proven ability to balance individual needs with business needs
  • Supporting delivery of change, ideally with experience in landing change projects
  • People, performance and customer driven mindset


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