Customer Experience Specialist

About the Role and Its Impact

Xero's mission is to empower small businesses by making them more efficient and connecting them to top-tier business technology. As a Customer Experience Specialist, you will be a crucial brand ambassador and trusted advisor, helping a range of customers—from small business owners to experienced accountants—fully leverage the benefits of Xero. You will provide excellent support and guidance across multiple communication channels to swiftly and effectively address user inquiries.

Your role goes beyond problem-solving by delivering exceptional experiences through empathy and a strong commitment to resolution. By engaging customers proactively and breaking down complex information, you will contribute to strengthening the economy and supporting the community behind these businesses.

Team Dynamics and Objectives

The Customer Experience team unites to deliver outstanding support, positioning themselves as trusted, efficient business advisors to Xero’s clientele. Supporting small business owners, bookkeepers, and accountants, the team collaborates seamlessly across departments to resolve queries promptly across multiple communication channels.

Key initiatives currently include:

• Launching proactive call campaigns to guide customers toward optimal business decisions.
• Leveraging cutting-edge technologies, including Generative AI, to enhance customer support delivery.
• Using platforms such as Salesforce to handle and resolve customer cases with precise data tracking.
• Adapting to the dynamic CX strategy and evolving product landscape to assist users through continuous change.

Work Arrangement and Schedule

The team operates under a hybrid model, requiring three days per week onsite with Wednesday as a mandatory in-office day. The other two days can be worked remotely. Note that initial training mandates full-time presence in the office (five days per week).

Available shift patterns include:

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

The targeted start date for new hires is 14 September 2026.

Candidate Profile and Requirements

• Prior experience in a service-oriented role with a track record of meeting service levels and quality standards.
• Exceptional communication skills—clear, concise, and genuine—across both written and verbal channels.
• The confidence to make proactive outbound calls coupled with the ability to manage daily responsibilities independently.
• A growth mindset with eagerness to learn continually and expand knowledge.
• Strong collaboration skills; a team player who fosters trust and willingly assists colleagues.
• Proficiency in IT tools such as Microsoft Office or Google Suite; familiarity with accounting software or case management systems is advantageous.

Xero encourages applicants whose experience may not exactly align but who demonstrate passion, skills, and unique perspectives to enrich the team and culture.