Customer Engagement Specialist

We're seeking a skilled professional to fill the role of Customer Experience Community Manager.

• Job Description:

The successful candidate will be responsible for fostering a vibrant community by facilitating engaging conversations among users and prospects, while upholding Xero's brand and reputation. This includes collaborating closely with customer teams to continuously enhance the community, aligning with the broader Customer Experience Strategy and driving shared initiatives.

• Responsibilities:
• Foster a vibrant Xero community by facilitating engaging conversations among users and prospects, all while upholding Xero’s brand and reputation.
• Collaborate closely with Customer teams to continuously enhance the community, aligning with the broader Customer Experience Strategy and driving shared initiatives.
• Innovate and refine online content and communication tools, ensuring they are optimal for the community and reflect an appropriate tone-of-voice.
• Maintain brand consistency by aligning with Marketing, PR, and Communications teams, and lead the team in managing social media support requests.
• Oversee the quality and accuracy of responses provided across customer channels by reviewing template answers and conducting quality assurance.
• Provide insightful reports to stakeholders, identifying and capturing key trends and needs within the community.
• Develop a sustainable customer and product feedback model in collaboration with other Community Managers and stakeholders, contributing to company-wide objectives.
• Actively moderate and respond to community contributions promptly, de-escalating conversations and promoting harmony on Xero’s platforms.

Requirements:

• Exceptional communication skills that enable you to shape, influence, and champion community strategy with a diverse range of stakeholders.
• Strong collaborative leadership with the ability to drive cross-functional alignment and cultivate high-level relationships to achieve organizational goals.
• A track record of efficient problem resolution, taking ownership of complex issues and developing strategic processes for timely management.
• Agility and adaptability to navigate significant change, act quickly, and champion flexible work practices while enabling your team to thrive in dynamic environments.
• Strategic organizational skills applied to project management and process optimization, consistently delivering high-quality outcomes.
• Proven leadership abilities in owning and driving a community vision, effectively elevating the team and platform through strategic prioritization and problem-solving.
• Demonstrated experience in a community or customer-facing role, showcasing your ability to influence strategy through effective communication and de-escalate conversations.
• A talent for fostering harmony in online settings and empowering teams to succeed amidst evolving needs and challenges.

What We Offer:

• Offering very generous paid leave to use however you'd like (plus statutory holidays), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, health insurance, life insurance, and income protection, wellbeing and sports programmes, 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, you'll do the best work of your life at Xero.

Seniority Level:

• Not Applicable

Employment Type:

• Full-time

Job Function:

• Other

Industries:

• Software Development

We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.