What you'll do
- Foster a vibrant Xero community by facilitating engaging conversations among users and prospects, all while upholding Xero's brand and reputation.
- Collaborate closely with Customer teams to continuously enhance the community, aligning with the broader Customer Experience Strategy and driving shared initiatives.
- Innovate and refine online content and communication tools, ensuring they are optimal for the community and reflect an appropriate tone-of-voice.
- Maintain brand consistency by aligning with Marketing, PR, and Communications teams, and lead the team in managing social media support requests.
- Oversee the quality and accuracy of responses provided across customer channels by reviewing template answers and conducting quality assurance.
- Provide insightful reports to stakeholders, identifying and capturing key trends and needs within the community.
- Develop a sustainable customer and product feedback model in collaboration with other Community Managers and stakeholders, contributing to company-wide objectives.
- Actively moderate and respond to community contributions promptly, de-escalating conversations and promoting harmony on Xero's platforms.
What you'll bring with you
- Exceptional communication skills that enable you to shape, influence, and champion community strategy with a diverse range of stakeholders.
- Strong collaborative leadership with the ability to drive cross-functional alignment and cultivate high-level relationships to achieve organizational goals.
- A track record of efficient problem resolution, taking ownership of complex issues and developing strategic processes for timely management.
- Agility and adaptability to navigate significant change, act quickly, and champion flexible work practices while enabling your team to thrive in dynamic environments.
- Strategic organizational skills applied to project management and process optimization, consistently delivering high-quality outcomes.
- Proven leadership abilities in owning and driving a community vision, effectively elevating the team and platform through strategic prioritization and problem-solving.
- Demonstrated experience in a community or customer-facing role, showcasing your ability to influence strategy through effective communication and de-escalate conversations.
- A talent for fostering harmony in online settings and empowering teams to succeed amidst evolving needs and challenges.
What the Team is Saying
What We Do
Xero is small business accounting software that provides a platform on which businesses can build a fully integrated solution. It’s designed to make life better for people in small business, their advisors, and communities around the world. Xero minimises tedious admin by automating routine tasks, delivers valuable insights when needed, and brings together business data, trusted advisors, and powerful apps in one intuitive platform. By alleviating pain points, Xero empowers small business owners to supercharge their business, simplifying the complex and freeing up time from manual admin so they can focus on what really matters to build the business they’ve always envisaged.
Why Work With Us
We believe that by simplifying the complex we're not only making life better for small business, we’re helping to create a stronger, more vibrant economy. When you join this team, you’re impacting local communities, on a global scale. Being a Fast Co. Best Workplace for Innovators is a direct reflection of our creative, curious culture.
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Xero Teams
Xero Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Join us from home or at one of our beautiful workspaces. Xero has offices in Australia, New Zealand, United Kingdom, United States, Canada, Singapore, and South Africa.
