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XeroCustomer Incident Manager
remotemanager
via Ashby
About this role
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…
What we'd score you on
reqspace match rubricFive dimensions, recruiter-grade. Upload your resume and we'll generate a written explanation of where you fit and where the gaps are.
1
Skills match
For this role: go, teams
2
Level fit
This role is manager-level. We check your trajectory against it.
3
Domain experience
Your work in the role's domain matters more than your years total. We weight recent and direct experience.
4
Recency
A skill you used last quarter weighs more than one from five years ago. We grade on recency, not lifetime.
5
Location fit
This role is remote-eligible — we factor in your stated location and time-zone overlap.
Score yourself on this role.
Free · no card · written explanation included
Skills in this role
Pulled from the job description. These are the keywords we'll weight when scoring your fit.
goteams