Customer Experience People Lead

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. 

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

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 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.

What you’ll do

• You will join a well established team of people leads as part of the local CX leadership team supporting our global customer base. 
• Effectively coaching your teams to achieve results, including your teams quality, customer satisfaction and productivity targets
• Uplift overall capability of your team through effective ongoing development and coaching
• Lead a high performance culture in your teams, celebrating success and proactively managing underperformance in a meaningful way 
• Ensure your teams are delivering on the workforce planning requirements in our global operating plan, including Specialist availability, leave management, and productivity targets
• Play a key role in change leadership, ensuring changes are well understood and adopted 
• Provide outstanding leadership and motivation to the team, balancing empowerment and autonomy while ensuring accountability
• Collaborate effectively with your global peers to to drive alignment and cohesiveness across our global operations
• Proactively engage with customers as required, advocate for our customers (being the voice of the customer to influence business change) and be a point of escalation.
• Being actively involved in the recruitment and retention of capable individuals, building on and complementing the diversity of our team.

What you’ll bring with you

• Experience leading or managing a team, in a customer support environment
• Experience of working to service levels and quality targets
• Proven ability to balance the needs of the individual with the needs of the business.
• Supporting delivery of change, ideally with some experience in landing change projects
• People, performance and customer driven mindset. 
• Builds great relationshipsCoaching and leadership capabilities
• Resilience, have a growth mindset
• Good collaboration and influencing skills
• Give and receive feedback in a constructive way.
• Confidence - inward and outward and around decision making
• Accomplished communicator with the ability to conduct difficult conversations
• Role model for the skills required by your team of CX Specialists – empathy, commitment, curiosity, attentiveness, connection, and courage
• Demonstrates empathy and excellent communication skills
• Good coaching and active listening skills
• Excellent verbal and written communication skills
• Used to acting as a brand ambassador

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, health insurance, life insurance, and income protection, 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.