Customer Experience People Lead

The role & impact

At Xero, we are here to make running a business beautiful by making small businesses more efficient and empowering the community behind them. As a Customer Experience People Lead, you will lead a group of Customer Experience (CX) Specialists who are the face of our brand, providing support and guidance to small business owners, bookkeepers, and accountants. You will be empowered to make decisions in the best interests of our customers while supporting the execution of our global Customer Experience strategy.

Your leadership will focus on driving a high-performance culture where you coach your team to achieve quality, customer satisfaction, and productivity targets. By championing customer-centricity and resolving complex escalations, you will help build a stronger economy and change the world through exceptional service.

The team & how they connect

You will join a global CX team that works together to provide 24/7 support to Xero users across multiple contact channels. You will collaborate closely with local leadership peers and global counterparts to ensure alignment, cohesiveness, and the successful landing of business changes.

The team is currently working on

• Delivering on global operating plan requirements, including specialist availability and productivity targets.

• Identifying and implementing opportunities to improve Xero processes and the service offered to customers.

• Recruiting and retaining capable individuals to build on and complement the diversity of our team.

• Managing compliance and regulatory obligations for your specific areas of responsibility.

Where and how you can work

This role offers a hybrid working environment with expectations of 3 days in office (Wednesday being a boost day for the CX team). We provide a flexible approach that balances the autonomy of remote work with the connection and collaboration of being in the office.

Here are some of the things we are looking for

• You bring a mindset focused on people, performance, and delivering outstanding customer results.

• Your background includes leading or managing teams within a customer support environment to meet quality targets.

• You possess the ability to navigate conflict and conduct difficult conversations in an open, positive, and proactive way.

• Having a growth mindset and the resilience to adapt to the changing needs of our business is essential.

• You are an accomplished communicator who can build great relationships and influence across all levels of the organisation.

• Your coaching and active listening skills enable you to uplift the capability and motivation of your direct reports.

Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.