Customer Experience Community Manager

Sydney, NSW Melbourne, VIC
Permanent
Full-time

12 days ago

Our PurposeAt Xero, we're here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we're not only making life better for small business, we'll be building a stronger economy that can change the world.How you'll make an impactThe Community Team is a critical function within Customer Experience organisation. Community enables our partners and small business customers to connect, share, ask and learn from one another through thousands of discussion forums. The team listens to our community and has a strong connection into Product and Regional teams, sharing feedback and what people are asking for, and advocating on behalf of customer needs.As Community Manager you are the face and voice of Xero in our community forums and set the tone in product development. You'll design, test, develop & curate team processes and lead the team to drive positive outcomes aligned with the Customer Strategy and goals of Xero. You'll work closely with Customer teams and other professionals to decide, refine and communicate community and customer best practice.You'll have a passion for making our customers' lives easy when it comes to using Xero; empowering Community associates to share knowledge, connect users, and grow positive engagements across Community platforms. Performing analysis of community trends and discussion to draw business insight to feedback appropriately through internal channels.Insights from the community will drive and enhance investment and decision making, and enable the sustained delivery of beautiful experiences in the moments that matter, creating value for the Xero community.With a growth mindset and holistic view of Xero you'll work closely with the Senior Customer Readiness Manager, share insights to strategize and help shape the evolving future needs of the Xero Community Platform. Ultimately driving adoption of Xero Communities for knowledge sharing, and creating self-service communities where our customers and partners connect and help each other.What you'll do

Foster a vibrant Xero community by facilitating engaging conversations among users and prospects, all while upholding Xero's brand and reputation.
Collaborate closely with Customer teams to continuously enhance the community, aligning with the broader Customer Experience Strategy and driving shared initiatives.
Innovate and refine online content and communication tools, ensuring they are optimal for the community and reflect an appropriate tone-of-voice.
Maintain brand consistency by aligning with Marketing, PR, and Communications teams, and lead the team in managing social media support requests.
Oversee the quality and accuracy of responses provided across customer channels by reviewing template answers and conducting quality assurance.
Provide insightful reports to stakeholders, identifying and capturing key trends and needs within the community.
Develop a sustainable customer and product feedback model in collaboration with other Community Managers and stakeholders, contributing to company-wide objectives.
Actively moderate and respond to community contributions promptly, de-escalating conversations and promoting harmony on Xero's platforms.

What you'll bring with you

Exceptional communication skills that enable you to shape, influence, and champion community strategy with a diverse range of stakeholders.
Strong collaborative leadership with the ability to drive cross-functional alignment and cultivate high-level relationships to achieve organizational goals.
A track record of efficient problem resolution, taking ownership of complex issues and developing strategic processes for timely management.
Agility and adaptability to navigate significant change, act quickly, and champion flexible work practices while enabling your team to thrive in dynamic environments.
Strategic organizational skills applied to project management and process optimization, consistently delivering high-quality outcomes.
Proven leadership abilities in owning and driving a community vision, effectively elevating the team and platform through strategic prioritization and problem-solving.
Demonstrated experience in a community or customer-facing role, showcasing your ability to influence strategy through effective communication and de-escalate conversations.
A talent for fostering harmony in online settings and empowering teams to succeed amidst evolving needs and challenges.

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, health insurance, life insurance, and income protection, 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.

Xero

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