Customer Experience Specialist

The role and its impact

Xero’s purpose is to help small businesses grow stronger by improving efficiency and bringing them closer to the technology used by larger companies. In this Customer Experience Specialist position, you’ll be a trusted guide and public-facing representative of the brand, helping customers ranging from small business owners to experienced accountants get the most out of Xero. You’ll support them across multiple channels, responding promptly and effectively so they can move forward with confidence.

This is a role focused on more than issue resolution. Success here means creating a standout customer journey through empathy, clear communication, and a strong drive to reach outcomes. You’ll also take initiative by contacting customers proactively and translating complicated information into simple, practical guidance that supports both their business decisions and the wider community.

The team and how it works

The Customer Experience team is dedicated to providing high-quality support and building a reputation as dependable business advisors for Xero customers. Their users include small business owners, bookkeepers, and accountants. The team collaborates closely with colleagues across the business to resolve queries quickly and efficiently through different support channels.

Current team priorities

• Running proactive calling programs to help customers take the most appropriate next step for their business.
• Using modern tools and emerging technology, including generative AI, to improve the support experience.
• Handling and closing customer cases in systems such as Salesforce while maintaining accurate records.
• Adjusting to a changing customer experience strategy and product environment in a fast-moving setting.

Work location and schedule

This position follows a hybrid model, with three days a week required in the office, including Wednesday as a fixed office day. The other two days can be worked from home. During the initial training period, however, you will need to be on-site five days per week.

The team is hiring for one of these schedules:

• Sunday to Thursday, 11:00am to 8:00pm
• Tuesday to Saturday, 11:00am to 8:00pm

The expected start date is 10 AUG 2026.

What we are looking for

• Background in a service-based role with proven ability to meet service-level and quality expectations.
• Strong written and verbal communication skills, with the ability to be clear, concise, and genuine in both email and phone interactions.
• Confidence in making outbound calls and the discipline to organise and manage your own day effectively.
• A learning-oriented mindset and willingness to keep building knowledge over time.
• Team-first attitude, with a habit of supporting others and developing trust-based working relationships.
• Comfort using workplace technology such as Microsoft Office or Google Workspace, with added advantage if you have used accounting software or case management platforms.

Application note

Applicants are encouraged to apply even if their background does not match every requirement exactly. Xero values capability, enthusiasm, and the fresh perspective each person can bring to the team and its culture.