Customer Incident Manager

Xero
Wellington
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Stakeholder management","Decision-making","Leadership","Customer focus","Cross-functional collaboration"]

Orchestrate customer-facing incident response, managing major and minor incidents end-to-end from investigation and impact assessment to post-incident reviews and prevention recommendations. Work across engineering, product, support, and leadership to coordinate short-term fixes and long-term solutions while ensuring clear, timely communications for stakeholders. Build incident management processes and systems (including incident registers) so teams can respond confidently, minimize disruption, and strengthen customer trust.

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FursaFursa
Xero
Xero
3 days ago

Customer Incident Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Orchestrate customer-facing incident response, managing major and minor incidents end-to-end from investigation and impact assessment to post-incident reviews and prevention recommendations. Work across engineering, product, support, and leadership to coordinate short-term fixes and long-term solutions while ensuring clear, timely communications for stakeholders. Build incident management processes and systems (including incident registers) so teams can respond confidently, minimize disruption, and strengthen customer trust.
Location: Wellington
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Own incident management end-to-end: investigation, impact assessment, and post-incident reviews.
  • •Coordinate cross-functional teams to deliver short-term incident fixes and long-term solutions.
  • •Manage customer-facing communications during incidents to keep stakeholders informed and reassured.
  • •Build and refine incident management processes and incident registers to reduce future incidents.
  • •Lead follow-up recommendations that prevent recurrence and improve organisational resilience.

Key Requirements

  • •Manage major incidents or complex issues, with a track record of leading projects to successful delivery outcomes.
  • •Strong stakeholder management skills to make informed decisions and lead teams through high-pressure situations.
  • •Customer service mindset focused on minimising customer impact and keeping stakeholders clearly informed.
  • •Experience building and refining incident management processes and incident registers to prevent issues before they occur.
  • •Comfortable working autonomously while coordinating across regions to bring the right specialists to the table.
Skills:Stakeholder managementDecision-makingLeadershipCustomer focusCross-functional collaboration

Company Brief

Xero
Provides cloud-based accounting, payroll, and financial management software for small and medium-sized businesses, enabling invoicing, bank reconciliation, reporting, and integrations with third-party apps globally.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Wellington, New Zealand
Founded: 2006
WebsiteLinkedIn