Customer Experience Specialist

Role Overview and Impact

At Xero, our mission is to empower small businesses by boosting their efficiency and linking them with advanced business technology. Serving as a Customer Experience Specialist, you will be a key ambassador for our brand and a trusted consultant, helping all customers—from individual business owners to experienced accountants—maximize the benefits of Xero’s solutions. Your role involves delivering expert assistance and guidance across multiple communication channels, ensuring quick and effective problem resolution.

Your contributions transcend problem-solving; they center on offering exceptional customer experiences driven by empathy and determination. Proactively engaging with customers, clarifying complex information, and supporting business growth fuels a stronger economy and nurtures the community behind our user base.

Team Collaboration and Activities

The Customer Experience team collaborates closely to provide outstanding support, aiming to become reliable and efficient business advisors to Xero’s clients. This team assists small business owners, bookkeepers, and accountants by responding to their inquiries promptly and effectively through various channels.

Key current initiatives include:

• Running proactive calling campaigns to guide customers toward optimal next steps for their businesses.
• Leveraging modern technologies such as Generative AI to enhance customer service delivery.
• Managing customer cases efficiently via Salesforce and ensuring precise data tracking.
• Adjusting to evolving customer experience strategies and product updates within a dynamic environment.

Work Environment and Schedule

The position offers a hybrid work setup, mandating three in-office days per week with Wednesday as compulsory office presence, while allowing two days remote work. Initial training, however, requires full-time office attendance for five days weekly.

We have openings for Customer Experience Specialists available for these schedules:

• Sunday to Thursday, 11:00 AM to 8:00 PM
• Tuesday to Saturday, 11:00 AM to 8:00 PM

The role’s expected start date is 14 September 2026.

Desired Qualifications and Skills

• Experience in a service-oriented role with a track record of meeting service and quality objectives.
• Excellent communication skills, both written and verbal, characterized by clarity, conciseness, and authenticity.
• Comfort and confidence in making proactive outbound calls and independently managing daily work tasks.
• A strong growth mindset committed to ongoing learning and knowledge development.
• Proven team player who actively supports colleagues and fosters trustworthy relationships.
• Proficiency with IT tools such as Microsoft Office or Google Suite; familiarity with accounting systems or case management platforms is an advantage.

Additional Information

Applicants are encouraged to apply regardless of exact experience fit; Xero values diverse skills, passion, and unique perspectives that enrich our culture and team dynamics.