Customer Experience Lead

3 weeks ago

Melbourne, Victoria, Australia Xero Full time
About the Role

Xero is a leading cloud-based accounting software company that empowers small businesses and their advisors to succeed. We're seeking an experienced Customer Experience Lead to join our Melbourne office and lead our Customer Experience team in delivering exceptional support to our customers.

Key Responsibilities
  • Lead a team of Customer Experience Specialists and Seniors in providing 24/7 support to Xero users
  • Collaborate with the global Customer Experience team to drive alignment and cohesiveness across our operations
  • Coach and develop your team 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 team, celebrating success and proactively managing underperformance
  • Ensure your team is 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
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
  • Confidence in decision-making and conducting difficult conversations
Why Xero?

Xero offers a range of benefits, including generous paid leave, dedicated paid leave for physical and mental wellbeing, 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.

  • Customer Experience Lead

    4 weeks ago

    Melbourne, Victoria, Australia Xero Full time

    About the RoleXero is a leading cloud-based accounting platform that empowers small businesses and their advisors to thrive. As a Customer Experience People Lead, you will be responsible for leading a high-performing team of Customer Experience Specialists and Seniors who are passionate about delivering exceptional support and guidance to our customers.Key...

  • Customer Experience Lead

    2 weeks ago

    Melbourne, Victoria, Australia Kinetic Full time

    Customer Experience LeadKinetic is a forward-thinking organisation dedicated to enhancing customer experiences. We are seeking a Customer Experience Lead to play a crucial role in aligning CX strategies with our business objectives.Role Purpose:As a Customer Experience Lead, you will be responsible for developing and implementing customer strategies, tools,...

  • Customer Experience Lead

    4 weeks ago

    Melbourne, Victoria, Australia Xero Full time

    About the RoleXero is a cloud-based accounting software that empowers small businesses and their advisors to grow and thrive. Our purpose is to make life better for people in small business, their advisors, and communities worldwide.As a Customer Experience People Lead, you will be responsible for leading a team of Customer Experience Specialists and Seniors...

  • Customer Experience Team Lead

    4 weeks ago

    Melbourne, Victoria, Australia Yarra City Council Full time

    Customer Experience Team LeadAre you a motivated and experienced leader looking to make a positive impact in the community? We are seeking a Customer Experience Team Lead to join our dynamic leadership team at Yarra City Council.This is an exceptional opportunity to lead a team of Customer Service Officers and Sales Officers, driving customer satisfaction...

  • Customer Experience Team Lead

    3 weeks ago

    Melbourne, Victoria, Australia Yarra City Council Full time

    Customer Experience Team LeadAre you a motivated and experienced leader looking to make a positive impact in the community? We are seeking a Customer Experience Team Lead to join our dynamic leadership team at Yarra City Council.This is an exceptional opportunity to lead a team of Customer Service Officers and Sales Officers, driving customer satisfaction...

  • Customer Experience Lead

    2 months ago

    Melbourne, Victoria, Australia Xero Full time

    About the RoleXero is a leading cloud-based accounting software company that empowers small businesses and their advisors to succeed. We're seeking an experienced Customer Experience Lead to join our Melbourne office and lead our Customer Experience team.Key ResponsibilitiesLead a team of Customer Experience Specialists and Seniors to deliver exceptional...

  • Customer Experience People Lead

    4 weeks ago

    Melbourne, Victoria, Australia Xero Full time

    About the RoleThis is a Customer Experience People Lead role with Xero, a leading company in Australia, where you will have the opportunity to join a rapidly growing team and make a significant impact on customer satisfaction.Key ResponsibilitiesLead a team of Customer Experience Specialists and Seniors to provide exceptional support and guidance to...

  • Customer Experience Team Lead

    2 weeks ago

    Melbourne, Victoria, Australia inchcape Full time

    About the RoleWe are seeking a highly skilled Customer Experience Team Lead to join our team at Inchcape. As a key member of our retail team, you will be responsible for managing our Customer Experience Team, ensuring an outstanding sales journey for retail customers.Key ResponsibilitiesLead and mentor the Customer Experience Team, ensuring performance...

  • Customer Experience Team Lead

    4 weeks ago

    Melbourne, Victoria, Australia Yarra City Council Full time

    Lead Customer Service TeamAs a key member of the Yarra City Council team, you will have the opportunity to lead a team of Customer Service Officers and Sales Officers in delivering exceptional customer experiences across our leisure centres.Key ResponsibilitiesLead the Customer Service team in monitoring performance, providing feedback, training, and staff...

  • Customer Experience Team Lead

    3 weeks ago

    Melbourne, Victoria, Australia Yarra City Council Full time

    Lead a dynamic team of Customer Service Officers and Sales OfficersAs the Customer Experience Team Lead at Yarra City Council, you will oversee the daily operations across our leisure centres, including Richmond Recreation Centre, Collingwood Leisure Centre, and Fitzroy Swimming pool. You will lead the Customer Service team in monitoring performance,...

  • Customer Experience Team Lead

    4 weeks ago

    Melbourne, Victoria, Australia Yarra City Council Full time

    Lead Customer Service Team in Dynamic EnvironmentAs a key member of the Yarra City Council team, you will have the opportunity to lead a team of Customer Service Officers and Sales Officers in delivering exceptional customer experiences across our leisure centres. With a focus on growth and development, you will be responsible for monitoring performance,...

  • Customer Experience Team Lead

    7 days ago

    Melbourne, Victoria, Australia Yarra City Council Full time

    About This Role:A dynamic leadership position has become available within the Property and Leisure Services team at the City of Yarra. As a Team Lead for Customer Experience, you will be responsible for leading a team of Customer Service Officers and Sales Officers, ensuring the delivery of exceptional customer experiences across Yarra Leisure's centres.Key...

  • Customer Experience Lead

    4 weeks ago

    Melbourne, Victoria, Australia Xero Full time

    About the RoleXero is a leading cloud-based accounting software company that empowers small businesses and their advisors to succeed. We're seeking an experienced Customer Experience Lead to join our Melbourne office and lead our Customer Experience team.Key ResponsibilitiesLead a team of Customer Experience Specialists and Seniors to deliver exceptional...

  • Customer Experience Lead

    4 weeks ago

    Melbourne, Victoria, Australia Xero Full time

    About the RoleXero is a leading cloud-based accounting software company that empowers small businesses and their advisors to succeed. We're seeking an experienced Customer Experience Lead to join our Melbourne office and lead our Customer Experience team.Key ResponsibilitiesLead a team of Customer Experience Specialists and Seniors to deliver exceptional...

  • Customer Experience People Lead

    3 weeks ago

    Melbourne, Victoria, Australia Xero Full time

    About the RoleXero is a leading cloud-based accounting software company that empowers small businesses and their advisors to succeed. We're seeking a highly skilled Customer Experience People Lead to join our team and lead a group of Customer Experience Specialists and Seniors in delivering exceptional support and guidance to our customers.Key...

  • Customer Experience Team Lead

    3 weeks ago

    Melbourne, Victoria, Australia Tideri Jobbörse Full time

    Customer Experience Team LeadAt Tideri Jobbörse, we're seeking a skilled Customer Experience Team Lead to join our team. As a key leader, you'll be responsible for coaching and guiding a team of customer service professionals to deliver exceptional service and meet performance targets.Main Responsibilities:Lead, coach, and develop a team of customer...

  • Customer Experience People Lead

    2 weeks ago

    Melbourne, Victoria, Australia Xero Full time

    About the RoleXero 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...

  • 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...

  • Customer Experience Team Lead

    3 weeks ago

    Melbourne, Victoria, Australia Inchcape Full time

    At Inchcape, we're dedicated to delivering exceptional customer experiences in the automotive industry. As a Customer Experience Team Lead, you'll play a key role in shaping the sales journey for our retail customers.About the RoleAs a dynamic and customer-focused leader, you'll assist the Retail Centre Manager in driving success, including finance and...

  • Customer Experience Team Lead

    3 weeks ago

    Melbourne, Victoria, Australia Yarra City Council Full time

    Customer Service Team Lead OpportunityYarra City Council is seeking a highly skilled and experienced Customer Service Team Lead to join our dynamic leadership team. As a key member of our Property and Leisure Services team, you will be responsible for leading a team of Customer Service Officers and Sales Officers in the daily operations across our leisure...