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Customer Experience Lead

1 month ago

Melbourne, Victoria, Australia Xero Full time

Xero is a leading cloud-based accounting software that helps small businesses and their advisors grow and thrive. As a Customer Experience 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.

About the Role

This is a leadership role that requires a customer-centric approach, with a focus on delivering outstanding service to our customers. You will be responsible for coaching and developing your team to achieve high levels of customer satisfaction and quality.

Key Responsibilities

    • Lead a team of Customer Experience Specialists and Seniors to deliver exceptional support to Xero users
    • Coach and develop your team to achieve high levels of customer satisfaction and quality
    • Collaborate with the global Customer Experience team to drive alignment and cohesiveness across our global operations
    • Participate in the development and implementation of the CX strategy, objectives, and key results
    • Ensure your team is equipped to deliver on the operating plan and 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 exec-level complaint

What You'll Bring

    • 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
    • Builds great relationships
    • Coaching and leadership capabilities
    • Resilience, a growth mindset, good collaboration, and influencing skills
    • Give and receive feedback in a constructive way, confidence, and decision-making skills

Why Xero?

Xero offers a range of benefits, including generous paid leave, dedicated paid leave for physical and mental wellbeing, health insurance, life insurance, and income protection. We also offer 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.