---
title: 'Customer Incident Manager at Xero'
canonical: 'https://feeny.ai/job/customer-incident-manager-xero-melbourne-8pctjbmehf1h'
type: 'job'
last_seen: '2026-09-05'
---

# Customer Incident Manager at Xero

- **Company:** [Xero](https://feeny.ai/companies/xero)
- **Location:** Melbourne, Australia
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-09-01
- **Last confirmed live:** 2026-09-05
- **Apply:** https://jobs.ashbyhq.com/xero/b33e7dde-4eb7-4eea-b3c0-3591ce4c3fa9

## Job description

## THE ROLE & ITS IMPACT

When incidents happen, every second counts. You'll be the key orchestrator managing major and minor incidents from the customer's perspective—working across teams to find solutions fast and keep everyone informed. You'll balance immediate crisis response with strategic problem-solving, ensuring customers experience minimal disruption and have clarity on what's happening and why.

You'll own incident management end-to-end: from investigation and impact assessment through to post-incident reviews and recommendations that prevent problems from happening again. You'll build the systems and processes that help teams respond confidently and reduce incidents before they occur, making you instrumental in building customer trust.

## THE TEAM & HOW THEY CONNECT

The incident management team works at the heart of Xero's customer operations, coordinating across engineering, product, support, and leadership to respond to issues that affect our customers. They're problem-solvers who thrive in fast-paced environments, bringing rigour and human empathy to every incident response. The team collaborates across geographic regions and departments, treating every issue as an opportunity to strengthen Xero's resilience.

THE TEAM IS CURRENTLY WORKING ON / INITIALLY, THE ROLE MAY FOCUS ON

- Building and refining incident management processes and incident registers to prevent issues before they occur
- Managing customer-facing communications during incidents to keep stakeholders informed and reassured
- Coordinating cross-functional teams to implement both short-term fixes and long-term solutions
- Post-incident reviews and recommendations that help reduce recurrence

## WHERE AND HOW YOU CAN WORK

This role has a hybrid working arrangement of 3 days working from our offices and 2 days working from home.

HERE ARE SOME OF THE THINGS WE ARE LOOKING FOR

- You'll bring strong stakeholder management skills, with the confidence to make informed decisions and lead teams through high-pressure situations toward resolution.
- You'll thrive on building relationships and collaborating effectively—your ability to influence across all levels and challenge assumptions respectfully makes you a natural leader in complex situations.
- You'll demonstrate a genuine customer service mentality, ensuring every decision prioritises minimising customer impact and keeping them informed with clarity.
- You'll bring proven experience managing major incidents or complex issues, alongside a track record of leading projects to successful delivery outcomes.
- You'll Go Together by coordinating specialist teams across regions and bringing the right people to the table to solve problems—comfortable working autonomously but knowing when to collaborate.
- You'll Go Fast by ship ideas, test solutions, and improve them—taking initiative and pushing forward in fast-paced, high-profile environments without waiting for perfect clarity.

Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.

## About Xero

## Company Overview
- **One-liner**: Xero provides cloud-based accounting and financial management software for small businesses, serving over 4.9 million customers worldwide.
- **Entity Type**: Public (ASX: XRO, S&P/ASX 200 component)
- **Headquarters**: Wellington, New Zealand
- **Founded**: July 6, 2006
- **Founders**: Rod Drury, Hamish Edwards

## Core Business
- **Primary industry**: Cloud accounting software (SaaS)
- **Target customers**: Small businesses, accountants, and bookkeepers (B2B)
- **Mission**: To make life better for small businesses globally by automating routine tasks and delivering actionable insights.

## Products & Services
- **Xero Accounting Software**: Cloud-based platform for invoicing, bank reconciliation, expense tracking, payroll, and financial reporting. Sold by subscription (Starter, Standard, Premium tiers).
- **JAX – AI Finance Partner**: An AI-powered assistant integrated into Xero that automates routine tasks and provides insights to help businesses grow.
- **Xero Ecosystem**: Over 1,000 third-party app integrations via the Xero App Store, covering payments, inventory, CRM, and more.
- **Xero for Nonprofits**: Discounted subscriptions (25% off) for eligible nonprofit and community organisations.
- **Xero for Purpose**: Social impact initiatives including financial literacy programmes (Unlock Your Numbers), sustainability tools (Sumday carbon app), and the Xero Beautiful Business Fund (NZ$750,000+ in funding annually).

## Market Standing
- **Valuation/Market Cap**: Not disclosed in provided sources (publicly traded with market cap available on ASX; latest data not included in search results).
- **Key Metric**: Annual Revenue NZ$2.103 billion (FY2025); Net income NZ$227.8 million (FY2025).
- **Notable Investors/Partners**: Board Chair David Thodey; CEO Sukhinder Singh Cassidy. In June 2025, Xero announced an agreement to acquire Melio, a New York-based payments provider, for $2.5 billion.
- **Growth Signals**: Achieved Rule of 40 outcomes of 41.0% (May 2024) and 43.9% (Nov 2024). Customer base grew to 4.9 million. Headcount of 4,610 employees (2025). Expanding globally with offices in New Zealand, Australia, UK, US, Canada, South Africa, and Singapore.

## Competitive Advantages
- **Market leader** in cloud accounting across New Zealand, Australia, and the UK.
- **AI-first approach** with JAX, embedded directly into the core product to reduce manual work.
- **Extensive integration ecosystem** (1,000+ apps) creating high switching costs for customers.
- **Strong brand trust** built over 19 years with a focus on small business success.

## Strategic Focus
- **AI and automation**: Deepening AI capabilities (JAX) to deliver predictive insights and automate finance workflows.
- **Payments expansion**: Acquisition of Melio to strengthen payments capabilities for small businesses.
- **Sustainability**: Reducing carbon emissions (72% reduction in scope 1 & 2), offering free carbon accounting tools, and supporting small business sustainability.
- **Social impact**: Scaling programmes like the Beautiful Business Fund and financial literacy initiatives.

## Why Work Here
- **Culture**: Values-driven, human-centric organisation with a focus on making a tangible impact on small businesses globally.
- **Flexibility**: Emphasises a flexible environment and time for what matters most (remote/hybrid policy not explicitly stated but implied).
- **Perks & benefits**:
  - One paid day off per year for volunteering (Community Connect programme).
  - Free access to Sumday carbon accounting app for employees.
  - Financial literacy resources and mentorship programmes.
- **Engineering & innovation**: Dedicated Engineering and Data & AI teams (open roles visible on careers page). Global collaboration across 7+ countries.
- **Diversity & inclusion**: Indigenous inclusion initiatives (te ao Māori in NZ, Reconciliation Action Plan in Australia), support for Indigenous communities.
- **Sustainability focus**: Employees can contribute to environmental goals through company-wide initiatives.

## Sources
1. [Wikipedia – Xero](https://en.wikipedia.org/wiki/Xero)
2. [Xero About Page](https://www.xero.com/au/about/)
3. [Xero Careers – Inside Xero](https://careers.xero.com/inside-xero/)
4. [Xero Careers – Teams](https://careers.xero.com/)
5. [Xero Homepage](https://www.xero.com/)

## Other roles at Xero

- [Senior Mobile Engineer – iOS / Android](https://feeny.ai/job/senior-mobile-engineer-ios-android-xero-melbourne-mdxvb7gz77n9) — Melbourne, Australia
- [Senior Mobile Engineer – React Native](https://feeny.ai/job/senior-mobile-engineer-react-native-xero-sydney-mveske2x9djw) — Sydney, Australia
- [Senior Mobile Engineer - iOS/Android](https://feeny.ai/job/senior-mobile-engineer-ios-android-xero-sydney-kptpp7j9ekfa) — Sydney, Australia
- [Senior Mobile Engineer - React Native](https://feeny.ai/job/senior-mobile-engineer-react-native-xero-melbourne-ascg2ez078kr) — Melbourne, Australia
- [Associate Security Engineer](https://feeny.ai/job/associate-security-engineer-xero-melbourne-mawp8hnc0tcc) — Melbourne, Australia
- [Lead Product Manager – Payments Risk](https://feeny.ai/job/lead-product-manager-payments-risk-xero-vancouver-n95mxmrchcb9) — Vancouver, Canada
- [Business Development Representative](https://feeny.ai/job/business-development-representative-xero-denver-0r89a4awmjpv) — Denver, CO
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- [Senior Machine Learning Engineer](https://feeny.ai/job/senior-machine-learning-engineer-xero-ontario-1gbmfz62vsqp) — Ontario, Canada