Customer Experience People Lead

3 weeks ago

Melbourne, Victoria, Australia Xero Full time
Job Description:

Xero is a leading cloud-based accounting software company that helps small businesses and their accounting and bookkeeping advisors grow and thrive. As a Customer Experience People Lead, you will be responsible for leading a team of Customer Experience Specialists and Seniors who are passionate about providing exceptional support to Xero users. Your team will be providing 24/7 support to Xero users, and you will be empowered to make decisions in the best interests of our customers and our business.

Key Responsibilities:
  • Participate as a member of the local CX leadership team to deliver on our CX Strategy, objectives, key results, and strategic initiatives.
  • Collaborate effectively with your global peers to drive alignment and cohesiveness across our global operations.
  • Effectively coach your teams to achieve results, including 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 closely with operational supporting roles to ensure the team is equipped to deliver on the operating plan, together with being prepared to support business change.
  • Proactively engage with customers as required, advocate for our customers, and be the point of escalation when there is an aggrieved customer needing assistance or executive-level complaint.
  • Actively involved in the recruitment and retention of capable individuals, building on and complementing the diversity of our team.
  • Ensure our customers receive exceptional service by proactively identifying opportunities to improve the service offered to our customers and in Xero processes.
  • Proactively understand and manage compliance and regulatory obligations for your areas of responsibility.

Requirements:
  • Experience leading or managing a team in a customer support environment.
  • Experience of working to service levels and quality targets.
  • Excellent verbal and written communication skills.
  • Used to acting as a brand ambassador.
  • Proven ability to balance the needs of the individual with the needs of the business.
  • Proven ability to navigate areas of conflict in an open, positive, and proactive way.
  • Supporting delivery of change, ideally with some experience in landing change projects.
  • Experience in accounting and/or small business is a bonus.
  • People, performance, and customer-driven mindset.

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