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.