Customer Experience People Lead, Xero
Melio
Accounting software for small businesses
Be an early applicant
Accounting software for small businesses
1001+ employees
Be an early applicant
1001+ employees
Company mission
To make life better for people in small business, their advisors, and communities around the world.
Role
Who you are
- You bring a proven track record of leading or managing teams within a customer support environment
- Your background includes working successfully towards service levels and high-quality experience targets
- You possess a growth mindset and the resilience to navigate change and conflict in a positive, proactive way
- An ability to coach and mentor others shines through your leadership style, helping to uplift team capability and performance
- You are a confident communicator who can navigate difficult conversations and influence stakeholders effectively
- Empathy and active listening are core to your approach, allowing you to build great relationships with both your team and your customers
- Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team
What the job involves
- As the Customer Experience People Lead for Melio, you will be at the heart of Xero’s mission to supercharge small businesses
- You will lead and develop a high-performing team of specialists dedicated to supporting US-based Melio customers, ensuring they receive empathetic, accurate, and timely assistance across all support channels
- By role-modelling strong ownership and accountability, you will empower your team to make decisions that best serve our customers and the business
- Your impact goes beyond day-to-day operations; you will be a brand ambassador who embeds customer empathy into every interaction
- You will contribute to the global CX strategy, driving performance and continuous improvement to ensure our customers realise the maximum value from the Melio platform
- Through proactive engagement and advocacy, you will represent the voice of the customer to influence positive business change
- You will be part of a global Customer Experience organisation, collaborating closely with local leadership and international peers to ensure a cohesive and aligned service
- Your immediate team consists of Specialists and Senior Specialists who work together in a high-performance culture to deliver 24/7 support
- You will also partner with various operational support roles to ensure the team is equipped to handle business changes and workforce requirements effectively
- Supporting US-based customers on the Melio business payments platform to manage accounts payable efficiently
- Building and developing the team through active recruitment, coaching, and a focus on diversity
- Driving team performance against key metrics such as customer satisfaction (CSAT), quality assurance, and response times
- Executing the global CX strategy and landing change projects that improve service delivery and internal processes
- We are looking to add Customer Experience People Lead to our team who will work the following schedule:
- Monday through Friday, 11:30AM - 8PM
Our take
For a long time, high-quality financial services have been reserved for large-scale businesses. Xero solves this problem by giving small businesses, accountants, and bookkeepers access to best-in-class finance and accounting solutions.
Xero is one of the largest companies of its kind, with its promise to save time and effort for small business owners - who often don’t have in-house accounting teams - capturing interest and allowing the company to scale. It has a strong rival in Intuit QuickBooks, which offers similar services, but competes by being most effective for growing startups, and having an incredibly simple user experience.
A series of acquisitions and partnerships, including the purchase of Instafile in 2018, have consolidated Xero’s market share. The company continues to add new integrations, such as with Vehocheck Workshop Manager, and the 2023 launched Beautiful Business Fund that will help small businesses accelerate growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Company HQ
Te Aro, Wellington, Wellington
Leadership
Prior to Xero, she founded Boardlist and Joyus. She also served as the CEO of Polyvore and as a President of Asia Pacific and Latin America Operations at Google.
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