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Urgent! Customer Experience People Lead Position in Auckland - Xero

Customer Experience People Lead



Job description

Customer Experience People Lead

Join to apply for the Customer Experience People Lead role at Xero.

Overview

As a Customer Experience People Lead, you will lead a team of Customer Experience Specialists and Seniors, delivering exceptional support to small business owners, bookkeepers, and accountants.

Responsibilities

  • Lead a team of more than 8 customer support specialists in a fast‑paced environment.

  • Execute CX strategy, collaborate with global peers for operational alignment.

  • Coach and develop the team to exceed targets for quality, customer satisfaction, and productivity.

  • Act as a key customer advocate, using feedback to drive service improvements.

  • Oversee team operations, including workforce planning, change leadership, and compliance.

  • Manage the employee lifecycle from recruitment and retention to performance management, modeling company values.

Qualifications

  • Proven experience leading, coaching, and managing a team in a customer‑focused support environment.

  • Exceptional communication and interpersonal skills.

  • Strong customer‑driven mindset, achieving service level and quality targets.

  • Demonstrates resilience, confidence, empathy, and a growth mindset.

  • Experience supporting and delivering business change.

Benefits

Generous paid leave, flexible working, career development, and many other benefits reflect Xero’s human value.

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Required Skill Profession

General Hr



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