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Customer Experience Team Leader
Xero
Location: Auckland
Job Type: Full time
Posted
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.
We’re looking for an approachable, high performing Team Leader to join our award winning Customer Experience team in Auckland. Our Customer Experience (CX) teams support the Xero product by helping accountants, bookkeepers and small businesses get the best out of Xero.
The role:
Your role is to lead a team of talented CX agents to ensure that world class customer support is delivered to Xero customers and partners at all times.
Working closely with other Team Leaders, you’ll provide hands on day to day management and leadership of the CX team in Auckland. Your role will be to ensure the team has the right resources and support to deliver world class customer support (and love doing it), that personal development opportunities are identified, and that team members know what they’re doing well and where they can develop and improve.
To do this you will:
- Build great working relationships with your team, be a positive mentor and have honest conversations when needed.
- Drive a performance culture within your team.
- Be the point of escalation, always willing to step in with a particularly tricky customer or when someone in the team needs support.
- Effectively manage schedules and resource availability for the team in conjunction with other NZ and Global Team Leaders.
- Build positive relationships with the wider CX Leadership and Operations teams to ensure coordinated global success for CX.
What are we looking for?
At Xero, our team and our customers are at the heart of everything we do, so we’re looking for someone who is genuinely passionate about delivering excellent customer service and mentoring and growing a positive, passionate team. We’re looking for:
- People leadership & management skills, and experience in leading a team in a Customer Support environment
- A fantastic relationship builder, keen to get to know people across the business
- Sound judgment, high level of initiative, the ability to self-manage and multitask, excellent organisational and time management skills
- Fantastic communication skills
- A proactive attitude, high level of attention to detail and with strong problem solving skills
- An understanding of accounting and small business would be a plus, but isn’t vital.
Why you should work with us!
We’re offering a high performing, fun work environment that encourages you to take ownership for your career and be the best you can be, as well as a competitive remuneration package and all the awesome perks of being a Xero like ping pong tables, free fruit, soft drinks & coffee, and great social events.
We champion innovation, foster inclusion and celebrate success. We also live and breathe our values everyday. #Human is one of Xero's values, tell us in your cover letter what makes you #human at work.
Xero is an NZ Immigration Accredited Employer and Rainbow Tick certified too.
Please note that we currently require all 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.
Please include a cover letter in your application, telling us why you’re a great fit for this position.