HOW YOU’LL MAKE AN IMPACT

The 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.

OUR PURPOSE

At 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.

WHAT YOU’LL DO

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• 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.