Xero

Customer Experience Lead

Xero

full-time

Posted on:

Location Type: Hybrid

Location: Manchester • United Kingdom

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Senior

About the role

  • Lead and develop a high-performing team dedicated to supporting US-based Melio customers
  • Ensure empathetic, accurate, and timely assistance across all support channels
  • Contribute to the global CX strategy and drive performance
  • Represent the voice of the customer for positive business change
  • Collaborate with local leadership and international peers
  • Focus on supporting US-based customers to manage the Melio business payments platform
  • Build and develop the team through recruitment and coaching
  • Drive team performance against customer satisfaction, quality assurance, and response times

Requirements

  • Proven track record of leading or managing teams within a customer support environment
  • Background in working successfully towards service levels and high-quality experience targets
  • Growth mindset and resilience to navigate change and conflict positively
  • Ability to coach and mentor others
  • Confident communicator who can navigate difficult conversations and influence stakeholders effectively
  • Empathy and active listening skills vital for building relationships with team and customers.
Benefits
  • Flexible working hours
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
leadershipcoachingmentoringcommunicationempathyactive listeningconflict resolutionrelationship buildingperformance managementcustomer satisfaction