Our Purpose
We are here to help businesses thrive by automating routine tasks, providing actionable insights, and connecting companies with valuable data, experts, and applications.
Impact on the Business
We are committed to delivering exceptional customer experiences through our 24/7 support team. As Xero brand ambassadors, we aim to delight our customers and showcase the value that Xero brings to their businesses.
Responsibilities
* Lead a team of Customer Experience Specialists who are passionate about delivering excellent customer service.
* Coach and develop your team members to achieve results, focusing on quality, customer satisfaction, and productivity targets.
* Maintain a high-performance culture in your team, celebrating successes and addressing underperformance in a constructive manner.
* Ensure your team meets workforce planning requirements, including specialist availability, leave management, and productivity targets.
* Play a key role in change leadership, ensuring changes are well understood and adopted across the organization.
* Provide outstanding leadership and motivation to your team, balancing empowerment and autonomy with accountability.
* Collaborate with global peers to drive alignment and cohesiveness across the company's operations.
* Engage proactively with customers, advocate for their needs, and serve as a point of escalation when necessary.
* Contribute to recruitment and retention efforts, promoting diversity within the team.
Requirements
* Experience managing teams in customer support environments, with strong coaching and leadership skills.
* A people-focused mindset, driven by performance and customer-centric values.
* Ability to work effectively towards service levels and quality targets, prioritizing team development and outcomes.
* Comfortable supporting and implementing change, demonstrating resilience and adaptability.
* Excellent communication skills, exemplifying feedback, empathy, and customer-centric behaviors.
Xero Culture
Xero offers an inclusive environment with generous paid leave, health insurance, life insurance, income protection, employee assistance programs, and career development opportunities. Our comprehensive benefits package reflects our human value, allowing you to excel in your role.