Customer Experience People Lead

2 weeks ago

Melbourne, Victoria, Australia Xero Full time

About the Role

Xero is a leading cloud-based accounting software company that helps small businesses and their 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.

As a key member of the global Customer Experience team, you will play an active role in supporting execution against the global Customer Experience strategy, objectives, and key results. You will be empowered to make decisions in the best interests of our customers and our business.

Key Responsibilities

  • Lead a team of Customer Experience Specialists and Seniors to deliver exceptional support to Xero users.
  • Collaborate with 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.
  • Ensure your teams are delivering on workforce planning requirements, 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.
  • Proactively engage with customers as required, advocate for our customers, and be the point of escalation for aggrieved customers.
  • 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.

What You'll Bring

  • Experience leading or managing a team in a customer support environment.
  • Experience 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.
  • Builds great relationships.
  • Coaching and leadership capabilities.
  • Resilience and a growth mindset.
  • Good collaboration and influencing skills.
  • Give and receive feedback in a constructive way.
  • Confidence in decision-making.
  • Accomplished communicator with the ability to conduct difficult conversations.
  • Role model for the skills required by your team of CX Specialists – empathy, commitment, curiosity, attentiveness, connection, and courage.
  • Demonstrates empathy and excellent communication skills.
  • Coaching and active listening skills.

Why Xero?

Xero offers a range of benefits, including generous paid leave, dedicated paid leave for physical and mental wellbeing, employee assistance programs, health insurance, life insurance, income protection, wellbeing and sports programs, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value.

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