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Customer Experience - Team Manager

| Greater Denver Area

Our Purpose
Small business make the world go around – 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 team is to obsess about our customers by delighting, supporting and providing outstanding support on how best to use the Xero system. The Team Manager will lead a group of Customer Experience Specialists across two core functions ( Billing & Banking) who are passionate about providing an outrageously great experience by doing whatever is best for both the customer and XERO.

As a key member of the Customer Experience leadership team, you will participate as part of the Americas Leadership Team but also as part of a dynamic global CX Leadership Team.

What you'll do

  • Help drive performance, customer centric culture, and an inspiring environment
  • Provide outstanding leadership and motivation to the team
  • Ensure alignment and consistency with other customer experience teams across the globe and create purpose against the Customer Success Strategy
  • 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 global functional Managers on the execution of resource planning and to ensure there is strong technical cohesion and alignment across the Billing & Banking teams globally
  • Participate and support in Quality Assurance for the team by reviewing other team member responses, and providing feedback and training as appropriate
  • Ensure the team is organized and connected cross functionally so that team members have access to advice and support resources to assist with difficult requests or questions
  • Monitor and motivate individual Customer Experience team members
  • Provide coverage for other leaders ensuring staff have an escalation point throughout the day
  • Attend & participate in Global Customer Experience meetings
  • Escalate feedback received from customers to ensure the continuous improvement of the Xero customer experience, and take ownership of escalated customer issues which require management involvement
  • Build and maintain relationships with other leaders to ensure close collaboration and alignment of Customer Experience goals and appropriate resourcing
  • Manage the recruitment and onboarding, ensuring new starters have the right tools, resources and coaching frameworks to be successful

It's time to introduce yourself
We're a driven, innovative #human company looking to make a positive impact on the world we live in. We offer a competitive rate and a fantastic work environment where you will be empowered to fulfill your potential. At Xero we are passionate about making a difference through technology and being a workplace that our people feel is fun, challenging and where their contributions matter. For an insight into our offices and Xeros out and about check out #dobeautifulwork on Instagram and Twitter.
Xero's environment is an awesome place to develop in: we have a culture we're proud of which is the envy of many and our social vibe is real and alive. We're a big part of the development community and regularly go to conferences and host events and we have lots of social groups/teams too. As part of our awesome package you'll get Xero shares as well as a swathe of other cool perks to make your time here that much more enjoyable than elsewhere so drop us an email and we'll take it from there.
This is an outstanding opportunity in a dynamic, fast paced, growth-orientated business.If you meet the above criteria, then we'd like you to be a part of the next chapter of the Xero success story. At Xero, we encourage diversity, foster innovation and reward success.

Xero is an Equal Opportunity Employer. 

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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

Partner Development Representative

How does the company support your career growth?

One of Xero's values is being #Human, internally and externally. Xero puts the people before the product. Meaning, they encourage employees to ask more questions and speak up to move forward. I feel comfortable that I will continue to grow in my career being apart of more than just a product.

Dori

SMB Market Development 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 makes someone successful on your team?

Having a self-motivational and problem solving attitude are two great characteristics to have. Since we work in a very flat organization, employees are often empowered to manage projects where they need to deploy critical thinking skills in order to complete tasks without having to check in with their manager on every decision.

Collin

Senior Manager, Marketing

What are Xero Perks + Benefits

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
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 PTO in addition to 11 paid holidays per calendar year
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
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 caterers
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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