What you'll do
- Demonstrated experience leading a team of more than 8 customer support specialists in a fast-paced environment, experience with live customer support highly regarded.
- 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.
What you'll bring with you
- Proven experience in leading, coaching, and managing a team in a customer-focused support environment.
- Experience with live customer support.
- 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.
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.
