What you'll do
- You will participate in the local leadership team, driving the customer experience (CX) strategy and key results while collaborating with global peers to ensure cohesiveness.
- You will lead and motivate your team to build a high-performance culture, providing coaching and development to help them achieve their quality, satisfaction, and productivity goals.
- You will actively recruit and retain talented individuals, ensuring the team is well-equipped and aligned with our workforce planning requirements.
- You will play a key role in change leadership, ensuring that new initiatives are well-understood and successfully adopted by the team.
- You will provide outstanding leadership that balances empowerment and accountability, celebrating success and proactively managing underperformance.
- You will act as an advocate for our customers, engaging with them directly when required, managing escalations, and using their feedback to drive continuous improvement.
- You will collaborate effectively with supporting teams across Xero to deliver on the operating plan and equip your team to support business changes.
- You will proactively identify opportunities to improve our service and processes, ensuring our customers receive an exceptional experience while maintaining compliance and regulatory obligations.
What you'll bring with you
- You have a people, performance, and customer-driven mindset, with a proven ability to balance the needs of your team with the goals of the business.
- You possess strong coaching and leadership capabilities, along with a growth mindset that enables you to build great relationships.
- You are an accomplished communicator who gives and receives feedback constructively and is confident in your decision-making.
- You are a natural role model for the team, demonstrating empathy, commitment, and a strong sense of curiosity.
- You have experience leading a team in a customer support environment and are adept at working to service level and quality targets.
- You are resilient and have a proven ability to navigate areas of conflict in a positive and proactive manner.
- You have excellent verbal and written communication skills and are comfortable acting as a brand ambassador.
- You are experienced in supporting the delivery of change and have strong collaboration and influencing skills.
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.
Gallery
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.
