<div><h3>Requirements</h3><ul><li>You bring a proven track record of leading or managing teams within a customer support environment</li><li>Your background includes working successfully towards service levels and high-quality experience targets</li><li>You possess a growth mindset and the resilience to navigate change and conflict in a positive, proactive way</li><li>An ability to coach and mentor others shines through your leadership style, helping to uplift team capability and performance</li><li>You are a confident communicator who can navigate difficult conversations and influence stakeholders effectively</li><li>Empathy and active listening are core to your approach, allowing you to build great relationships with both your team and your customers</li><li>Apply even if your experience isnt 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</li></ul><h3>What the job involves</h3><ul><li>You will be part of a global Customer Experience organization, collaborating closely with local leadership and international peers to ensure a cohesive and aligned service</li><li>Your immediate team consists of Specialists and Senior Specialists who work together in a high-performance culture to deliver 24/7 support</li><li>You will also partner with various operational support roles to ensure the team is equipped to handle business changes and workforce requirements effectively</li><li>Supporting US-based customers on the Melio business payments platform to manage accounts payable efficiently</li><li>Building and developing the team through active recruitment, coaching, and a focus on diversity</li><li>Driving team performance against key metrics such as customer satisfaction (CSAT), quality assurance, and response times</li><li>Executing the global CX strategy and landing change projects that improve service delivery and internal processes</li><li>We are looking to add Customer Experience People Lead to our team who will work the following schedule:</li><li>Monday through Friday, 11:30AM - 8PM</li><li>As this role involves supporting US-based customers, there will be a requirement to work some UK Public Holidays (excluding Christmas Day, and New Years Day)</li></ul></div>