Digital Content Team Lead - Customer Experience
Wellington, NZ
Customer – Customer Experience /
Hybrid
Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.
At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.
About the Team
The Digital Support team help define and shape our customer's support experience through maintaining our content, keeping it up-to-date with product changes and structured as efficiently as possible for our users to access the right information easily delivering a beautiful experience with Xero.
About the Role
As a Team Leader you’ll contribute to the success of our digital support within CX, through operational leadership of one of our CX Digital Support teams. This role sits within the Customer Experience team: responsible for being trusted and efficient business advisors to our customers, maximising the value they get from Xero. Your work will ensure that content is sustainable, engaging and fit for purpose. It will enable customers and CX Specialists to answer customer queries effectively.
You’ll provide leadership and coaching to a team of technical writers, who are responsible for creating world class help articles. These provide instant answers to our customers helping them to get the best out of the Xero product. You’ll be responsible for driving a high performance team, while dealing with ambiguity, prioritising and resolving issues quickly and constructively, while always having an eye on the big picture. You will balance the demands of a constantly evolving product set while maintaining calm leadership and guidance to your team.
What you’ll do:
- Understand the Customer Experience & Digital Support purpose, mission & strategy and connect your teams and their work to this
- Drive & manage your team to meet & exceed targets, with support from the Senior Digital Support Manager
- Proactively manage resourcing and recruitment, leave management, and on-going performance conversations.
- Champion your team's training and development to achieve strategic goals.
- Create & drive performance, culture and an inspiring environment for your team members.
- Ensure the team is structured so that team members have access to advice and support to help them do the best work of their lives.
- Work closely with the leadership team to help implement our strategy, ensure that workload management is prioritised, and deadlines are met.
- Lead projects to improve our processes and deliver high profile pieces of work.
- Build relationships with other teams within Customer Experience and stakeholders such as Product teams.
- Assist in setting goals and workload management for your team.
- Help bring Digital Support’s strategy to life.
What you'll bring:
- Leading / Living the vision. Keeps the team’s vision and values at the forefront of decision-making and actions.
- You’ll be energised by overcoming challenges, building strong relationships and driving your team to deliver world leading digital support experiences
- Outstanding communication skills and proven success in building strong relationships
- Able to work closely with technical and non-technical users in parallel.
- Required characteristics: fast learner, detail oriented, decisive, and enjoy fast paced work environments.
- Project management - especially in information and content management.
- A background in editing and writing would be an advantage
- Previous leadership experience is required ideally leading a group of technical writers
- Experience in customer focused positions.
- You are customer-centric, with both Xero and internal customers.
Why Xero
Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an 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, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.
Our collaborative and inclusive culture is one we’re immensely proud of. We know that a diverse workforce is a strength that enables businesses, including ours, to better understand and serve customers, attract top talent and innovate successfully. At Xero we embrace diversity and inclusion and value a #challenge mindset.
Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single competency or experience . If you are excited about this role, but your past experience doesn't align perfectly, we encourage you to apply anyway. You could be just the right person for this role and Xero. If you have any support or access requirements, we encourage you to advise us at time of application and throughout the interview process.
Xero is an NZ Immigration Accredited Employer and Rainbow Tick certified too.
