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Customer Experience Team Leader

| Greater Denver Area

Our Purpose
Small business makes the world go round – it's the heart of the global economy. At Xero we want millions of small businesses to thrive through beautiful software, advice, and connections. We aim to make being a small business more efficient and profitable, and more enjoyable too.
How you'll make an impact

The purpose of the Customer Experience (CX) team is to obsess about our customers by delighting, supporting and providing outstanding support on how best to use the Xero system. The Customer Experience Team Leader is a member of the Global Customer Experience leadership team and manages a group of Customer Experience Specialists who are passionate about providing an outrageously great experience by doing whatever is best for both the customer and Xero. This role will lead a team of agents focused on providing technical and payroll support to Xero customers. 
What you'll do

  • Help drive performance, customer-centric culture, and an inspiring environment aligned with Xero's Customer Experience Strategy
  • Provide outstanding leadership and motivation to the team while driving accountability
  • Provide technical guidance on how best to configure, improve and troubleshoot client accounts
  • Provide ongoing technical guidance and support to the team, and related business areas
  • Define and track leading customer success KPIs and goals that continue to align with our purpose of providing an exceptional customer experience and reflects our mission and values
  • Collaborate with the broader CX Leadership Team with a mindset of continuous processes improvement, innovation, and informed decision making
  • Lead and grow the team while empowering people to act with autonomy
  • Foster a culture of feedback that promotes personal and professional growth and development
  • Work with the Workflow Coordinators and other Team Leaders to make sure the customer queue is effectively managed to ensure timely ticket responses and prioritization as required
  • Be the point of escalation when there is an aggrieved customer needing leadership attention
  • Interface with the Development Team, following up on bug fixes, seeking advice on messaging and other Xero performances issues
  • Participate and support in Quality Assurance for the team by reviewing other team member responses, and providing feedback and training as appropriate
  • Interface with the various Go To Market teams to ensure consistency with messaging and approach
  • Closely communicate with the Support Platform team to ensure that the team is meeting customer requirements, knowledge is up to date and it is acting as the primary resource for ticket responses
  • Build and maintain relationships with other leaders to ensure close collaboration and alignment of Customer Experience goals and appropriate resourcing

Success looks like

  • Continuously promote Xero's values - Human, Ownership, Champion, Challenge, and Beautiful
  • Serve as the internal go-to person for complex technical solutions and point of escalation for troubleshooting issues
  • Ensure all team members are fully trained, motivated and performing at a high level
  • Provide team members with clarity around their roles and responsibilities, and ensure feedback is being provided regularly
  • Any people or customer related issues are managed or escalated accordingly resulting in the effective resolution of the issues
  • Performance and output of the team is of a high-quality standard and aligns with team purpose
  • Participate in various leadership and team meetings, and lead regular team meetings for own team to effectively cascade messaging and communicate key business and team updates
  • Lead with passion, empathy, integrity, and transparency

What you'll bring with you

  • 3-5 years experience managing teams of 5+ ICs in a technical environment
  • Ability to lead and motivate team members
  • Ability to build and maintain effective relationships
  • High-level technical, project, and problem-solving skills
  • Excellent organization and time management skills
  • Diligence and commitment to following through and resolving problems
  • Excellent verbal and written communication
  • Ability to connect individuals to the purpose ("why"), understand and can articulate the vision while seeing into the future
  • Ability to tap into the emotions of your employees; understands how to grow them into a better version of themselves
  • Positively contagious; possess and promote a "can do" attitude
  • Bias towards driving adaptive performance and promoting behaviors/outcomes in line with CX strategy and a customer-centric mindset
  • Effective at tailoring communication style to adequately deliver a message key points
  • An ability to take the blame and give out the recognition
  • Advocate changes and cultivates innovation
  • Highly self-aware, aware of their brand and the leadership shadow they cast
  • Bias towards making informed decisions by leveraging data
  • Comfortable asking why and challenging the status quo
  • Values the importance of being a highly connected team/organization and understands the vital role they play in making this happen
  • Understands the importance of communication rhythms and possess the ability to effectively cascade messaging (1:1, team meetings, etc…)
  • Has an intrinsic desire to lead people, a passion to help others thrive, a desire to put the team's needs before your own

Why you'll love Xero

Diversity of people brings diversity of thought and we like that. A collaborative and inclusive environment is important to us. Working at Xero will provide you with a diverse and inclusive environment alongside people who will respect, challenge and support you to have fun while you do the best work of your life. We are a place where personal development, innovation, and change are not only inspired but also celebrated. We value our people and want them to enjoy and take pride in their work.
We have a unique and special culture based around our values (#ownership, #challenge, #beautiful, #human and #champion) and offer a number of other great benefits and perks including Xero shares.
So if you want to hear more and get the opportunity to help shape the next phase in the Xero success story please apply!
Xero is an Equal Opportunity Employer. 
Read Full Job Description

Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • ASP.NETFrameworks
    • SalesforceCRM

Location

Just a quick walk from Union Station, our US HQ is located in the heart of Denver's LoHi neighborhood surrounded by local shops and restaurants.

An Insider's view of Xero

What’s the vibe like in the office?

The vibe is that of a coffee driven, people centric, work-hard-stay-true tech business. The humans I interact with daily are passionate and kind, and the leaders are strong and clear. Slap a few dad jokes and a bit of kiwi humor in there, and there you have it.

Ryan

US Customer Experience Team Leader

How do you collaborate with other teams in the company?

At Xero we work tightly with our cross functional teams so that the people closest to the the problem have the freedom to do what they know best. I always look forward to working collaboratively with all the Xero teams because they make work fun while we accomplish things every day.

Kristen

Integration Management Office Program Coordinator

What makes someone successful on your team?

If you’re hungry to learn more, have a brilliant idea, or are passionate about a particular project, just dive in head first. Xero values people who are do-ers, who want to roll up their sleeves and #champion an initiative through from beginning to end.

Becky

Business Manager

What is your vision for the company?

Xero is on a mission to support our communities by helping small businesses succeed. To do that well - we hire passionate people who engage directly with our customers every day. Leveraging innovative technology to simplify accounting isn't enough – we want to build beautiful experiences that solve the most pressing needs of our customers.

Keri

President, Americas

What are Xero Perks + Benefits

Xero Benefits Overview

Xero offers a variety of benefits aimed at helping our employees maintain their physical, financial and mental wellbeing, allowing them to bring their best selves to work each day

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Xero allows employees to set aside pre-tax dollars for medical and dependent care expenses. $2,650 annual limit for healthcare FSA
Disability Insurance
Xero's long and short term disability plans provide income protection at 60% of annual base salary
Dental Benefits
Cigna dental PPO plan
Vision Benefits
VSP vision plan
Health Insurance Benefits
Xero offers a variety of health plans including Cigna HSA, Cigna PPO, and Kaiser HMO for Colorado and California employees
Life Insurance
Provided to Xero employees at no cost. Coverage for each employee of 2x annual base salary up to $500,000
Wellness Programs
Xero will fund up to $300 annually in employee health reimbursement account to be used toward a health improvement activity including gym membership, mental, physical or financial health
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Xero will match 100% on the first 3% contributions plus 50% match on next 2% of contributions
Company Equity
All Xero employees are granted Restricted Stock Units at a certain percentage of their base salary which vests over a 3 year period
Child Care & Parental Leave Benefits
Generous Parental Leave
Eight weeks paid leave for primary caregiver. Two weeks of paid leave for secondary caregiver
Vacation & Time Off Benefits
Generous PTO
Xero offers 21 days of paid time off, 5 wellness days, as well as 11 paid holidays per calendar year. We also participate in a company wide shut down between Christmas and New Years Day
Paid Volunteer Time
Xero encourages employees to give back to our communities by providing 8 hours of paid volunteer time per year
Paid Holidays
11 paid holidays per calendar year
Paid Sick Days
Each employee is granted 5 wellness days per year in addition to our generous PTO
Perks & Discounts
Casual Dress
You'll typically catch our employees rocking jeans and a Xero t-shirt!
Commuter Benefits
Set aside pre and/or post tax dollars for commute related transit, parking and bike expenses
Company Outings
Annual holiday party, as well as a summer celebration!
Game Room
Video games and ping pong table in lounge
Stocked Kitchen
You find a variety of fruit, chips, nuts, snack bars, sodas and iced tea in the Xero kitchen
Some Meals Provided
Breakfast each Tuesday and lunch every Thursday from a variety of local vendors
Happy Hours
Happy hour starts every Friday at 4!
Fitness Subsidies
Our monthly health reimbursement plan can be used towards your fitness membership or a variety of other health related wellness programs
Professional Development Benefits
Job Training & Conferences
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