Customer Experience People Lead - Xero

Job Title: Customer Experience People Lead
Job Location: Auckland, NZ
Job Listing URL: https://jobs.lever.co/xero/98d0ce0a-8bc4-469c-842d-87beb6c33d8f
Job Description: Our Purpose
At Xero, we’re here to help supercharge small businesses. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we’re not only making life better for small business, we’ll be building a stronger economy that can change the world.

How you’ll make an impact

As a Customer Experience People Lead, you will be responsible for leading a group of Customer Experience Specialists and Seniors who are passionate about providing these experiences for both our customers and Xero. Your team will be providing exceptional support and guidance to small business owners, bookkeepers and accountants when they reach out to us with a question and when they reach out to them proactively by phone. You’ll be empowered and empower your teams to make decisions in the best interests of our customers and our business.

This leadership role participates as a member of the global Customer Experience team where you will play an active role in supporting execution against the global Customer Experience (CX) strategy, objectives and key results.
To successfully deliver the leadership required, you will have a passion for resolution, being customer centric and delivering outstanding, empathetic service. You will champion high levels of customer satisfaction via all contact channels, pushing the boundaries to continuously improve customer satisfaction.
What you'll do
Demonstrated experience leading a team of more than 8 customer support specialists in a fast-paced environment, experience with live customer support highly regarded.
Contributing to the CX leadership team to execute strategy and achieve key objectives, while collaborating with global peers to ensure operational alignment, is a primary responsibility.
A high-performance culture will be led by effectively coaching and developing the team to meet and exceed targets for quality, customer satisfaction, and productivity.
Serving as a key customer advocate and an escalation point, using customer feedback to drive process improvements, will ensure an exceptional service experience.
Overseeing all team operations, including workforce planning, change leadership, and compliance, is essential to ensure that service level goals are consistently met.
The entire employee lifecycle will be managed, from recruitment and retention to performance management, while role-modelling company values to build a diverse and capable team.
What you'll bring with you
Proven experience in leading, coaching, and managing a team in a customer-focused support environment.
Exceptional communication and interpersonal skills for building relationships, influencing others, and managing conflict.
A strong customer-driven mindset with experience working to and achieving service level and quality targets.
Demonstrates key personal attributes including resilience, confidence, empathy, and a growth mindset.
Experience in supporting and delivering business change.

View Job Listing

Everything You Need, One Platform.

From job listings to startups, investors to funding rounds, and everything in between, Employbl puts the power in your hands. Why wait?

Start your free trial today!

Stay Ahead of the Curve

Sign up for our newsletter to stay informed about the latest startups and trends in the tech market. Let Employbl be your guide to success.