Customer Incident Manager
Standard baseline compensation
Verified employer route
Sydney
100% direct official career link
“Xero Direct Verified Careers Portal”
Scan Your Resume Against This Exact Vacancy
Check keyword match, missing engineering skills, and ATS score in 10 seconds.
Job Description & Specifications
Official role breakdown, eligibility standards, and core responsibilities
Role Overview
Position: Customer Incident Manager
Employer: Xero
Work Arrangement: HYBRID
Visa Framework: Australian Subclass 482 (TSS) / Skills in Demand & 186 ENS Eligible
Company & Culture
Xero is an ANZ cloud-based accounting software platform for small businesses and their advisors with millions of subscribers globally.
Key Responsibilities & Scope
The role & its impactWhen 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 connectThe 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 onBuilding and refining incident management processes and incident registers to prevent issues before they occurManaging customer-facing communications during incidents to keep stakeholders informe
Candidate Qualifications & Profile
- Proven experience operating within high-impact industry or enterprise environments.
- Relevant degree or recognized professional accreditation in Cloud Accounting & SaaS.
- Strong collaborative problem-solving skills and dedication to technical or operational excellence.
Compensation Guidance (AUD)
Salary Range: AUD $1,05,000 - $1,41,750 / year (commensurate with skills & experience).
- Includes standard Australian statutory superannuation (11.5%+), health & wellness allowances, and professional progression pathways.
Official Application Route
Direct Employer Career Portal: Apply directly at the official Xero careers portal: [Customer Incident Manager at Xero](https://jobs.ashbyhq.com/xero/40a09a30-ab3b-4d65-af9b-728b8da13907)
Verified Sponsor Job — VIP Only
This role is on the verified Official Register of Licensed Sponsors. Unlock the full description, salary package, and direct application link.
🔒 One-time payment via Razorpay. No auto-renewals. Instant unlock.
Start Your Application
Job Overview
Tailor Resume for this Position
Scan your resume against this job posting to see keyword matches and ATS compatibility score.
Similar Verified Sponsor Vacancies
Explore other roles offering visa sponsorship in Australia