Customer Experience People Lead

Our Purpose 

At Xero, we're here to help supercharge small businesses. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we're not only making life better for small business, we'll be building a stronger economy that can change the world.

How you'll make an impact

Xero's Customer Experience Team works together to provide 24/7 support to Xero users. We are Xero brand ambassadors and aim to delight our customers and make it easy for them to see how Xero adds value to their business.

As a Customer Experience People Lead, you will be responsible for leading a group of Customer Experience Specialists and Seniors who are passionate about providing these experiences for both our customers and Xero. Your team will be providing exceptional support and guidance to small business owners, bookkeepers and accountants when they reach out to us with a question and when they reach out to them proactively by phone. You'll be empowered and empower your teams to make decisions in the best interests of our customers and our business.

This leadership role participates as a member of the global Customer Experience team where you will play an active role in supporting execution against the global Customer Experience (CX) strategy, objectives and key results.

To successfully deliver the leadership required, you will have a passion for resolution, being customer centric and delivering outstanding, empathetic service. You will champion high levels of customer satisfaction via all contact channels, pushing the boundaries to continuously improve customer satisfaction.

• Leading a team of up to 15 CX specialists.
• Contributing to the CX leadership team to execute strategy and achieve key objectives, while collaborating with global peers to ensure operational alignment, is a primary responsibility.
• A high-performance culture will be led by effectively coaching and developing the team to meet and exceed targets for quality, customer satisfaction, and productivity.
• Serving as a key customer advocate and an escalation point, using customer feedback to drive process improvements, will ensure an exceptional service experience.
• Overseeing all team operations, including workforce planning, change leadership, and compliance, is essential to ensure that service level goals are consistently met.
• The entire employee lifecycle will be managed, from recruitment and retention to performance management, while role-modelling company values to build a diverse and capable team.

• Proven experience in leading, coaching, and managing a team in a customer-focused support environment.
• Exceptional communication and interpersonal skills for building relationships, influencing others, and managing conflict.
• A strong customer-driven mindset with experience working to and achieving service level and quality targets.
• Demonstrates key personal attributes including resilience, confidence, empathy, and a growth mindset.
• Experience in supporting and delivering business change, with a background in accounting or small business considered a bonus.

Why Xero? 

Offering very generous paid leave to use however you'd like (plus statutory holidays), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, free medical insurance, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you'll do the best work of your life at Xero.