Denver, CO

Customer Experience Team Leader at Xero (Greater Denver Area, CO)

| Greater Denver Area
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Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.
At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.
How you'll make an impact
Our purpose in Customer Experience (CX) is to deliver a tailored, beautiful experience for each of our customers through our technical product knowledge, deep care and delight, and unique drive to solve problems. As a Customer Experience Team Leader, you will be a key member of our Americas Customer Experience leadership team and will lead a group of up to 15 Customer Experience Specialists and Seniors who are passionate about providing an exceedingly great experience for both the customer and Xero.
What you'll do
    • Help drive performance, customer-centric culture, and an inspiring environment aligned with Xero's Customer Experience Strategy & Business Plan
    • Provide outstanding leadership and motivation to the team while driving accountability
    • 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 across the globe with a mindset of continuous processes improvement, innovation, informed decision making, and seamless global communication
    • 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 Workforce Analyst 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 escalated customer needing attention
    • Interface with other adjacent teams (ex. - Product Team, Product Engagement Team, Content Team and Incident Management Team) to follow up on bug fixes, advice on messaging, and other Xero performances issues and incidents
    • Ensure team is delivering a high quality customer experience through Customer Feedback analysis and Quality Experience review
    • Interface with the various Go To Market teams to ensure consistency with support, messaging and approach
    • Build and maintain relationships with other leaders to ensure close collaboration and alignment of Customer Experience goals and appropriate resourcing
    • Leverage data, analytics and insights on customer behaviour to proactively identify and execute ways to coach the customer to get more value from Xero products and services

Success looks like
    • Continuously promote Xero's values - Human, Ownership, Team, 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 personnel 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 expectations
    • 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
    • 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 strategizing for the future
    • Ability to tap into the emotions of your employees; understands how to support their development to become the best version of themselves
    • A positive presence that is contagious; possess and promote a "can do" attitude
    • Commitment towards driving adaptive performance and promoting behaviors/outcomes in line with CX strategy and a customer-centric mindset
    • Effective at tailoring and adjusting communication style to adequately deliver key messaging points
    • An ability to take the blame and give out recognition
    • Advocate changes and cultivates innovation
    • Highly self-aware, conscious of their brand and the leadership shadow they cast
    • A natural tendency 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 played in making this happen
    • Understands the importance of communication rhythms and possesses 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

Xero is an equal opportunity employer. Xero celebrates diversity. We are committed to creating an inclusive environment where our employees can do the best work of their lives. We are committed to transparency and to equal pay for equal work. Total compensation for this role includes a base salary of $65,000 - $81,000, commensurate with experience, plus an annual grant of Xero shares, calculated as a percentage of base salary. In addition to base salary and long-term incentive, this position also has variable compensation/commission.
Xero offers access to low-cost, high-quality health care options through Cigna and Kaiser (in CA & CO only)
Xero will match 100% on the first 3% of 401k contributions plus 50% match on next 2% of contributions
Employees enjoy 21 days of paid time off per year
Employees have 10 days of wellbeing leave to care for their minds, bodies, and families
US employees enjoy 12 paid holidays per year
Xero offers an industry-leading 26 weeks of parental leave up to 100% pay
Xero offers a number of employee wellness programs, to include yoga, mindfulness and nutrition workshops, EAP, free flu shots, team meals, and a monthly wellbeing allowance
Why 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, flexible working, innovation, and well-being are not just inspired but celebrated. We value our people and offer a wide range of compelling benefits and perks, including Xero shares and great parental leave policies.
Xero's collaborative culture is underscored by our values - #Ownership, #Challenge, #Beautiful, #Human and #Team - which empower us to understand and serve customers, attract top talent and continuously innovate. From the moment you step through our doors, you'll feel welcome and supported to do the best work of your life.
Xero strongly encourages employees and contractors to be vaccinated against COVID-19 in order to work from a Xero office, or engage in any face-to-face Xero business.
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Where we are

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.

Technology we use

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

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

Volunteer in local community
Xero employees are given a day off each year to volunteer in their communities.
Friends outside of work
Eat lunch together
Intracompany committees
We have employee run groups that focus on initiatives like wellness, culture and diversity & inclusion.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
42% of Xero's leadership team is female, while our Board of Directors maintains an equal gender balance. Xero was included in Bloomberg's 2020 Gender Equality Index report.
Unconscious bias training
All Xero employees will complete online unconscious bias training during on-boarding
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
The talent and leadership teams at Xero are committed to building diverse talent pipelines that reflect the communities we serve.
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
Mental Health Benefits
Concern EAP benefits for all employees
Retirement & Stock Options Benefits
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
26 weeks paid parental leave.
Remote Work Program
Typically, we work from home as needed. During COVID, all employees are working remotely and have access to stipends to access the equipment they need to be successful.
Vacation & Time Off Benefits
Generous PTO
Xero offers 21 days of paid time off, 10 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 10 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
Teams have budget set aside each year to support growth and up-skilling
Lunch and learns
Cross functional training encouraged
Promote from within
Customized development tracks

Additional Perks + Benefits

Xero leadership consistently reviews benefits to ensure they are competitive and allow our people to bring their full selves to work each day.

An Insider's view of Xero

What’s the vibe like in the office?

You will always find someone to grab coffee or take a quick walk with. We really value being #human in the office and it’s one of the most important things that everyone in Xero does. This means empathizing, helping, listening, and being there for one another. It's what makes me love not only Xero, but the individual people within Xero too.


Workplace Experience Coordinator

What projects are you most excited about?

Right now, I'm most excited to work on our Denver Roadshow. I've worked with our Colorado Account Manager to connect with Colorado's leading accounting and bookkeeping firms and drive attendance to this event right here in Denver. Our goal is to build up our network and educate the community on all Xero has to offer!


Senior Account Manager

What makes someone successful on your team?

We look for people that are driven by purpose, who understand their role in the larger organization and make great things happen. Dependability is one of the highest traits of successful people within the Customer Experience organization. Trusting that your teammates can & will get things done is the first step to developing effective collaboration


Director, Customer Experience- Americas

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