Customer Experience Specialist

The role and its impact

Xero’s purpose is to help small businesses work smarter by improving efficiency and connecting them with powerful business technology. In this position, you will represent the brand and act as a dependable guide for customers ranging from small business owners to experienced accountants, helping them get the most out of Xero. You will deliver timely, high-quality support across multiple channels so customers can find clear answers and move forward quickly.

This is not just about fixing issues. The role calls for thoughtful service, empathy, and a strong drive to resolve matters effectively. By reaching out proactively and turning complex information into something easy to understand, you will contribute to a stronger business community and support the people behind it.

The team and how it works

The Customer Experience team focuses on delivering excellent support and growing into trusted business advisors for Xero customers. The team supports small business owners, bookkeepers, and accountants, and works closely with other teams across the business to resolve customer questions efficiently through different communication channels.

Current team priorities

• Running proactive call campaigns to guide customers toward the most useful next step for their business.
• Using modern tools and technology, including generative AI, to improve the customer support experience.
• Handling and resolving customer cases in systems such as Salesforce while maintaining accurate records.
• Adjusting to ongoing changes in customer experience strategy and the product environment in a fast-moving setting.

Work location and schedule

This is a hybrid role with three days each week in the office, including Wednesday as a fixed in-office day. The remaining two days can be worked from home. During the initial training period, you will need to be in the office full-time, five days a week.

The team is recruiting for either of the following working patterns:

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

The expected start date for this role is 10 AUG 2026.

What we are looking for

• Experience in a service-based environment, with a track record of meeting service targets and quality standards.
• Strong written and verbal communication that is clear, concise, and genuine.
• Confidence to make outbound calls proactively and manage your own day effectively.
• A growth-oriented approach and willingness to keep learning and building knowledge.
• A collaborative mindset, with a habit of supporting teammates and building trusted relationships.
• Comfort using tools such as Microsoft Office or Google Suite; experience with accounting software or case management platforms is an added advantage.

Eligibility and application note

Xero encourages candidates to apply even if they do not match every requirement exactly. Hiring is based on skills, enthusiasm, and the fresh perspective you can bring to the team and company culture.