Customer Experience Team Lead

1 week ago

Melbourne, Victoria, Australia Xero Full time

Xero is a leading cloud-based accounting software that empowers small businesses and their advisors to grow and thrive. As a Customer Experience Team Lead, you will play a critical role in delivering exceptional support to our customers, driving business growth, and fostering a culture of excellence within the organization.

About the Role

We are seeking an experienced leader to join our Customer Experience team as a Team Lead. In this role, you will be responsible for managing a high-performing team of Customer Experience Specialists and Seniors, providing guidance and coaching to ensure they deliver outstanding support to our customers.

As a Team Lead, you will be part of a global Customer Experience leadership team, working closely with peers to drive alignment and cohesion across our operations. You will contribute to the development and execution of our Customer Experience strategy, objectives, and key results, ensuring seamless delivery against our CX vision.

Key Responsibilities
  • Lead and manage a high-performing team of Customer Experience Specialists and Seniors, providing guidance and coaching to ensure they deliver outstanding support to our customers.
  • Collaborate with the global Customer Experience leadership team to develop and execute our CX strategy, objectives, and key results.
  • Participate in regular team meetings to discuss performance, share best practices, and identify opportunities for improvement.
  • Develop and maintain relationships with internal stakeholders to ensure seamless delivery against our CX vision.
  • Contribute to the creation of training programs and materials to enhance the skills and knowledge of Customer Experience Specialists and Seniors.
Requirements

To succeed in this role, you will need:

  • Proven experience in leading and managing a team, preferably in a customer-facing environment.
  • Strong communication and interpersonal skills, with the ability to build effective relationships with internal stakeholders.
  • Experience in developing and executing strategic plans, with a focus on delivering exceptional customer experiences.
  • A collaborative mindset, with the ability to work effectively in a global team environment.
  • Excellent problem-solving and analytical skills, with the ability to navigate complex issues.
What We Offer

Xero offers a competitive salary of $120,000 per annum, plus a range of benefits, including:

  • A generous paid leave package, including statutory holidays and flexible working arrangements.
  • A comprehensive health insurance plan, covering medical, dental, and optical expenses.
  • A retirement savings plan, with employer matching contributions.
  • Access to ongoing professional development and training, to help you grow your skills and career.
  • A dynamic and inclusive work environment, with opportunities to collaborate with talented colleagues from around the world.
Location

This role is based in Wellington, New Zealand, and requires relocation to our head office. Xero provides assistance with relocation costs and supports employees to settle into their new location.

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