Senior Customer Support Manager

5 days ago


Auckland, Auckland, New Zealand Xero Full time
About the Role

Xero's Customer Experience Team works tirelessly to provide 24/7 support to our users. As a Senior Customer Support Manager, you'll lead a team of passionate professionals dedicated to delivering exceptional experiences for both our customers and Xero.

Your primary focus will be on driving results through effective coaching, empowering your team members to make decisions that benefit our customers and the business. You'll play a key role in supporting execution against our global CX strategy, objectives, and key results.

Key Accountabilities:
  • Participate in local CX leadership meetings to drive delivery of our CX Strategy, objectives, key results, and strategic initiatives
  • Collaborate closely with operational supporting roles to ensure the team is equipped to deliver on the operating plan
  • Proactively engage with customers, advocate for their needs, and escalate issues when necessary


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