Customer Incident Manager

Xero
Melbourne
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Stakeholder management","Decision-making","Leadership","Relationship building","Collaboration","Customer service mentality","Autonomy","Working under pressure"]

Orchestrate customer incidents with urgency and clarity, managing major and minor events end-to-end—from investigation and impact assessment to post-incident reviews and recommendations. Coordinate cross-functional teams across engineering, product, support, and leadership to deliver short-term fixes and long-term resilience. Own customer-facing communications during incidents, build incident management processes and incident registers, and help reduce recurrence while minimising customer disruption.

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FursaFursa
Xero
Xero
2 days ago

Customer Incident Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Orchestrate customer incidents with urgency and clarity, managing major and minor events end-to-end—from investigation and impact assessment to post-incident reviews and recommendations. Coordinate cross-functional teams across engineering, product, support, and leadership to deliver short-term fixes and long-term resilience. Own customer-facing communications during incidents, build incident management processes and incident registers, and help reduce recurrence while minimising customer disruption.
Location: Melbourne
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Own incident management end-to-end, from investigation and impact assessment through post-incident reviews and recommendations to prevent recurrence.
  • •Orchestrate major and minor incidents from the customer’s perspective, balancing crisis response with strategic problem-solving.
  • •Coordinate cross-functional teams across engineering, product, support, and leadership to implement short-term 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 incidents before they occur.

Key Requirements

  • •Proven experience managing major incidents or complex issues, with a track record of leading projects to successful delivery outcomes.
  • •Strong stakeholder management skills, confident decision-making, and ability to lead teams through high-pressure situations toward resolution.
  • •Experience building and refining incident management processes and incident registers to prevent issues before they occur.
  • •Customer service mindset focused on minimising customer impact and keeping customers informed with clarity.
  • •Comfort coordinating specialist teams across regions, working autonomously when needed and collaborating when appropriate.
Skills:Stakeholder managementDecision-makingLeadershipRelationship buildingCollaborationCustomer service mentalityAutonomyWorking under pressure

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