Xero
Marketing
CustomerExperiencePeopleLead
“Customer Experience People Lead at Xero. Skills: leading teams, customer support, coaching, collaboration. lead a dedicated group of specialists and seniors who provide critical support to our users. championing high levels of satisfaction across all contact channels”
What You'll Achieve.
ensure that small business owners, bookkeepers, and accountants receive the empathetic and expert guidance they need to see the true value Xero adds to their business; build a stronger economy and empower our community to reach their limitless potential; meeting key objectives; Delivering on workforce planning requirements, including availability and productivity targets within the global operating plan
Industry & Context.
What They're Looking For.
Must Have
experience leading and motivating teams within a customer support environment, focusing on service levels and quality targets, communication style is accomplished and clear, giving you the confidence to navigate difficult conversations and areas of conflict in a positive way, possess a growth mindset and a passion for coaching others to achieve their full potential, Building great relationships comes naturally to you, allowing you to collaborate effectively across a global organisation, proven ability to balance the needs of individuals with the broader goals of the business
Nice to Have
background in accounting or small business
What You'll Do.
lead a dedicated group of specialists and seniors who provide critical support to our users
championing high levels of satisfaction across all contact channels
execute our customer experience strategy and meeting key objectives
empower your team to make decisions in the best interests of both our customers and our business
acting as a brand ambassador and a key point of escalation for complex issues
Driving alignment and cohesiveness across global operations through effective collaboration with international peers
Uplifting team capability through ongoing coaching
and the proactive management of performance
Delivering on workforce planning requirements
including availability and productivity targets within the global operating plan
Identifying and implementing opportunities to improve service delivery and internal processes
How You'll Work.
Team & Collaboration
work closely with your peers and operational supporting roles to ensure alignment across global operations and a cohesive approach to supporting our users; collaborate effectively across a global organisation
Communication Scope
accomplished and clear communication style; navigate difficult conversations and areas of conflict in a positive way
Applying for this Customer Experience People Lead role?
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What do employees actually say about Xero?
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