Customer Experience Specialist @Xero

Overview

The role of Customer Experience Specialist at Xero involves acting as a brand ambassador and trusted advisor, ensuring customers unlock the full value of Xero through high-quality support and guidance.

Key Responsibilities

• Engaging in proactive call campaigns to help customers achieve the best next action for their business.
• Utilising modern tools and technology, including Generative AI, to enhance customer support delivery.
• Managing and resolving customer cases using platforms like Salesforce to ensure accurate data capture.
• Adapting to the evolving CX strategy and product landscape to support users in a high-change environment.

Requirements

• Experience from a service environment with successfully met service levels and quality targets.
• Clear, concise, and authentic communication style, both in writing and verbally.
• Confidence to make proactive outbound calls and the initiative for self-management of daily tasks.
• A growth mindset and readiness for continuous learning.
• Team player who builds relationships through trust and proactively assists others.
• Proficiency in IT tools like Microsoft Office or Google Suite; experience with accounting systems or case management tools is a bonus.

Benefits

Benefits are not explicitly listed but the role emphasizes a supportive working environment with opportunities for growth.

Location

Hybrid working arrangement, requiring three days per week in the Auckland office, New Zealand.

How to Apply

Interested applicants should apply through the company's career page.

Deadline

Anticipated start date is October 12, 2026.