Customer Experience Specialist @Xero

Overview

At Xero, the Customer Experience Specialist plays a vital role in enhancing small businesses by providing high-quality support and guidance. This role acts as a brand ambassador, ensuring customers unlock the full value of Xero through empathetic problem-solving and efficient communication.

Key Responsibilities

• Act as a brand ambassador and trusted advisor for customers.
• Provide support and guidance through various channels.
• Engage in proactive call campaigns to assist customers.
• Utilize modern tools, including Generative AI, for customer support.
• Manage and resolve customer cases using platforms like Salesforce.
• Adapt to evolving customer experience strategies.

Requirements

• Experience in a service environment meeting service levels and quality targets.
• Clear and authentic communication skills.
• Confidence in making proactive outbound calls.
• Growth mindset with readiness to learn.
• Team player who builds trust and assists others.
• Proficiency with Microsoft Office or Google Suite; experience with accounting systems is a plus.

Benefits

The role includes a hybrid working arrangement, requiring three days per week in the office, with initial training requiring full-time in-office attendance.

Location

New Zealand (Hybrid)

How to Apply

Interested candidates can apply through Xero's career page.

Deadline

The anticipated start date is October 12, 2026.