Leading Xero’s customer support
I’ve now been with Xero for seven weeks and it’s been a busy and exciting time. My role as General Manager, Customer Support has me looking after the customer care, billing and partner bank feed teams. It’s a fantastic opportunity to influence our service to customers as we grow.
Most of my career has been in the public sector looking after customer contact environments. Most recently I was at Inland Revenue in New Zealand, setting up and running their customer contact service as well as roles running their complaint management department, and child support operations. Before that I spent time at the Ministry of Justice setting up their contact centre, and prior to that worked in advertising in the UK.
Outside of work I’m a bit of a football nut. I coach a lot – particularly goalkeepers – and I recently came back from a FIFA World Cup in Azerbaijan where I was the goalkeeping coach for the U17 New Zealand Womens team. I’m also married with 3 kids so my weekends and evenings are usually spent ferrying them around varying sporting pursuits. Wouldn’t have it any other way.
At Xero we have a very talented team in customer support and in our customer care area I’ve been impressed with large number of qualified accountants and bookkeepers looking after our customers. With that all said, we’re always on the lookout for talented people so if you know anybody get them to check out our careers page.
We have an opportunity to do some exciting things in the future. First and foremost is clear, accurate, and timely advice to queries that our customers raise with us. Most of our tickets are responded to within a few hours, and the majority of tickets are resolved in the first response we give. With customers all over the world, the team is rostered to ensure we have coverage across all regions.
I’m always interested in customer feedback – both positive and not so positive. I want to make sure we are meeting your needs and if you have any suggestions, feel free to contact me at firstname.lastname@example.org
Over the next few months I’ll be looking to develop plans on improving our back office systems to support customers better, including more self-service capability in our help center.
So plenty to do and to plan for. I’m looking forward to it.
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