Customer Experience People Lead

Xero’s Customer Experience Team works together to provide 24/7 support to Xero users. We are Xero brand ambassadors and aim to delight our customers and make it easy for them to see how Xero adds value to their business.

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 customersatisfaction.