Customer Experience People Lead

Xero

Melbourne, AU
Remote
Leading teams in customer support environment
Managing service levels and quality targets
Driving global operational alignment
You will lead a dedicated group of specialists providing critical support to Xero users including small business owners and accountants

Job Summary

  • You will lead a dedicated group of specialists providing critical support to Xero users including small business owners and accountants.
  • The role requires driving alignment across global operations while uplifting team capability through ongoing coaching and development.
  • Xero offers a flexible working environment requiring three days in the office with Wednesday as a mandatory boost day.

Matching Summary

You will lead a dedicated group of specialists providing critical support to Xero users including small business owners and accountants.

Skills & Requirements

Must-have

  • Leading teams in customer support environment
  • Managing service levels and quality targets
  • Driving global operational alignment
  • Workforce planning and productivity management
  • Coaching and performance development

Nice-to-have

  • Background in accounting or small business
  • Growth mindset and passion for coaching
  • Experience navigating conflict positively
  • Ability to balance individual and business needs

Key Requirements

  • Experience leading customer support teams
  • Proven ability to meet service level targets
  • Strong communication and conflict resolution skills

Work Rights

Not specified

Tailored Resume

Cover Letter