Leader in Customer Success and Support

4 days ago


Auckland, Auckland, New Zealand Xero Full time

About the Role


As a Customer Experience People Lead at Xero, you will play a critical role in shaping the future of our Customer Experience team. You will lead a talented group of Customer Experience Specialists and Seniors, empowering them to provide world-class support and guidance to our customers.



Key Responsibilities


Some of your key responsibilities will include:



  • Developing and executing strategies to improve customer satisfaction and loyalty
  • Leading a team of experts to provide exceptional customer experiences
  • Collaborating with cross-functional teams to drive business outcomes
  • Maintaining strong relationships with customers and stakeholders
  • Managing budgets and resources to achieve business objectives
  • Identifying and implementing process improvements to increase efficiency and effectiveness
  • Building and maintaining a high-performing team culture
  • Providing coaching and development opportunities to team members
  • Staying up-to-date with industry trends and best practices
  • Fostering a culture of continuous improvement and innovation


Requirements


To be successful in this role, you will need:



  • Minimum 5 years' experience in a leadership role, preferably in a customer-facing environment
  • Strong knowledge of customer experience principles and practices
  • Excellent leadership, communication, and interpersonal skills
  • Ability to analyze complex problems and develop creative solutions
  • Strong project management and organizational skills
  • Ability to work collaboratively with cross-functional teams
  • Strategic thinking and problem-solving skills
  • Results-driven with a focus on customer satisfaction and loyalty
  • Highly adaptable and able to pivot quickly in response to changing priorities


Benefits


Xero offers a comprehensive benefits package, including:



  • Paid leave and holidays
  • Free medical insurance
  • Employee resource groups
  • Professional development opportunities
  • Diversity, equity, and inclusion initiatives


About Xero


Xero is a cloud-based accounting software company that empowers small businesses to grow and thrive. We are dedicated to helping our customers succeed by providing innovative solutions and exceptional support.



What We Look For


We're looking for a seasoned leader who embodies our values and has a passion for delivering exceptional customer experiences. If you're a natural leader with a customer-centric approach, we'd love to hear from you



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