Customer Experience Specialist

About the Role and Impact

At Xero, our mission is to empower small businesses by enhancing their efficiency and linking them with advanced business technologies. As a Customer Experience Specialist, you will embody our brand and serve as a trusted advisor, helping a diverse range of clients—from small business owners to experienced accountants—maximize the benefits of Xero’s offerings. Your role is to provide exceptional support and guidance across multiple communication channels, ensuring swift and effective resolution of user queries.

This position goes beyond problem-solving; it demands delivering an excellent experience fueled by empathy and dedication to solutions. By actively reaching out to customers and simplifying complex concepts, you contribute to strengthening the broader economy and supporting the communities that rely on these businesses.

The Team and Collaboration

The Customer Experience team strives to deliver outstanding support, aiming to become trusted and efficient advisors to Xero’s clientele, including small business owners, bookkeepers, and accountants. This team collaborates seamlessly with various Xero departments, focusing on resolving customer issues efficiently through diverse channels.

Current Initiatives

• Conducting proactive outbound call campaigns to assist customers in identifying optimal next steps for their business.
• Leveraging cutting-edge tools and technologies, such as Generative AI, to elevate customer support delivery.
• Handling customer cases through platforms like Salesforce to maintain accurate and comprehensive data.
• Adapting to evolving customer experience strategies and product updates within a dynamic environment.

Work Arrangement and Schedule

This role follows a hybrid model requiring presence in the office three days a week, with Wednesdays as a compulsory day onsite. Remote work is allowed for the other two days. However, during the initial training period, full-time office attendance (five days per week) is mandatory.

Customer Experience Specialists will operate on one of these shift patterns:

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

The expected start date for this role is September 14, 2026.

Candidate Profile

• Experience in a service role that involved meeting service level agreements and quality benchmarks.
• Strong, clear, and genuine communication skills across written and verbal formats.
• Confidence in initiating proactive outbound calls combined with the ability to self-manage daily tasks.
• A growth-focused mindset with eagerness to learn continuously and expand knowledge.
• A dedicated team player who supports colleagues and builds trust-based relationships.
• Proficiency with productivity tools such as Microsoft Office or Google Workspace; familiarity with accounting software or case management systems is an advantage.

Xero welcomes applications from candidates even if they do not meet every listed criterion, emphasizing hiring based on skills, enthusiasm, and unique perspectives that can enrich the company culture and team.