Customer Service Representative maintaining workflow by coordinating warehouse duties, assisting managers, and fulfilling orders in logistics operations. Supportive work environment improving productivity and dedication.
About the role
- Leading a team of Customer Experience Specialists to provide exceptional support at Xero. Focusing on customer satisfaction and team development for small business success.
Responsibilities
- Leading a team of up to 15 CX specialists.
- Contributing to the CX leadership team to execute strategy and achieve key objectives, while collaborating with global peers to ensure operational alignment, is a primary responsibility.
- A high-performance culture will be led by effectively coaching and developing the team to meet and exceed targets for quality, customer satisfaction, and productivity.
- Serving as a key customer advocate and an escalation point, using customer feedback to drive process improvements, will ensure an exceptional service experience.
- Overseeing all team operations, including workforce planning, change leadership, and compliance, is essential to ensure that service level goals are consistently met.
- The entire employee lifecycle will be managed, from recruitment and retention to performance management, while role-modelling company values to build a diverse and capable team.
Requirements
- Proven experience in leading, coaching, and managing a team in a customer-focused support environment.
- Exceptional communication and interpersonal skills for building relationships, influencing others, and managing conflict.
- A strong customer-driven mindset with experience working to and achieving service level and quality targets.
- Demonstrates key personal attributes including resilience, confidence, empathy, and a growth mindset.
- Experience in supporting and delivering business change, with a background in accounting or small business considered a bonus.
Benefits
- very generous paid leave to use however you’d like (plus statutory holidays!)
- dedicated paid leave to care for your physical and mental wellbeing
- Employee Assistance Program to access mental health care for you and your family
- free medical insurance
- wellbeing and sports programmes
- employee resource groups
- 26 weeks of paid parental leave for primary caregivers
- Employee Share Plan
- beautiful offices
- flexible working
- career development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Operations Support Specialist assisting the operations team providing administrative support while working with SAP, Excel, and management roles. Contributing to operational programs and data management in Middletown facility.
Customer Support Specialist managing German client inquiries with a hybrid work model from Berlin. Supporting clients via phone and ensuring diligent documentation in the CRM system.
Budget Support Specialist providing comprehensive budget - related support to various offices at Rice University. Collaborating with diverse stakeholders while enhancing budget planning and analysis.
New Systems Coordinator handling customer service in HVAC and plumbing industry for Trademasters. Overseeing schedules, customer inquiries, and installation coordination for residential and commercial needs.
Head of Workforce Planning at Xero focused on optimizing Customer Experience resources and implementing AI - driven workforce strategies. Leading a global team and enhancing operational efficiency.
Customer Care Specialist providing exceptional support for inquiries from Germany, Switzerland, and Europe. Collaborating with teams and enhancing customer experience.
Customer Service Representative overseeing order management and customer engagement with SAP proficiency. Responsible for resolving inquiries and maintaining relationships with high - volume clients.
Customer Experience Representative managing buyer inquiries through chat across e - commerce platforms. Ensuring customer satisfaction and collaborating with internal teams for optimal service.
Customer Service & Operations Credit Analyst managing customer inquiries related to lending operations. Investigating queries and providing resolutions while supporting process improvements within the team.