Customer Experience Specialist @Xero

Overview

Xero is looking for a Customer Experience Specialist to enhance small businesses by providing high-quality support and guidance. The role involves ensuring customers unlock the full value of Xero through effective communication and problem-solving.

Key Responsibilities

• Act as a brand ambassador and trusted advisor to customers.
• Provide support through various channels to help users navigate their queries.
• Engage in proactive call campaigns to assist customers in achieving their business goals.
• Utilize modern tools and technology, including Generative AI, to improve customer support.
• Manage and resolve customer cases using platforms like Salesforce.
• Adapt to evolving CX strategies and product landscapes.

Requirements

• Experience in a service environment with a focus on service levels and quality targets.
• Clear, concise, and authentic communication skills.
• Confidence in making proactive outbound calls and self-managing tasks.
• A growth mindset with a willingness to learn continuously.
• Strong team player who builds relationships based on trust.
• Proficiency in IT tools like Microsoft Office or Google Suite; familiarity with accounting systems is a bonus.

Benefits

The company offers a hybrid working arrangement, requiring three days in the office and two days working from home. Initial training requires full-time office presence for five days a week.

Location

This position is based in New Zealand, with a hybrid working model.

How to Apply

Interested candidates are encouraged to apply based on their skills, passion, and unique perspectives.

Deadline

The anticipated start date for this role is October 12, 2026.