Customer Experience People Lead - Melio

Xero

Auckland, NZ
Tuesday through saturday, 6:00am - 3:00pm (remote, with some public holiday requirements)
Proven track record leading customer support teams
Experience managing service levels and quality targets
Ability to coach and mentor team members
Xero is seeking a Customer Experience People Lead for its Melio platform, focusing on supporting US-based customers. The ideal candidate will possess strong leadership skills, a customer-centric mindset, and the ability to drive team performance while embedding empathy in customer interactions

Job Summary

  • You will lead a high-performing team dedicated to supporting US-based Melio customers with empathetic and timely assistance.
  • The role requires driving team performance against key metrics such as customer satisfaction, quality assurance, and response times.
  • You will work Tuesday through Saturday from 6:00am to 3:00pm, including some public holidays like Christmas Day.

Matching Summary

Match Score: 85

Xero is seeking a Customer Experience People Lead for its Melio platform, focusing on supporting US-based customers. The ideal candidate will possess strong leadership skills, a customer-centric mindset, and the ability to drive team performance while embedding empathy in customer interactions.

Skills & Requirements

Must-have

  • Proven track record leading customer support teams
  • Experience managing service levels and quality targets
  • Ability to coach and mentor team members
  • Strong empathy and active listening skills
  • Confident communication for difficult conversations

Nice-to-have

  • Growth mindset navigating change and conflict
  • Brand ambassador mindset for customer empathy
  • Global CX strategy execution experience
  • Diversity and inclusion focus in recruitment
  • Voice of the customer advocacy skills

Key Requirements

  • Leading or managing teams within customer support environment
  • Working towards service levels and high-quality experience targets
  • Resilience to navigate change and conflict proactively

Work Rights

Not specified

Tailored Resume

Cover Letter