Customer Experience Specialist

Role Overview and Impact

At Xero, our mission is to empower small businesses by making their operations more efficient and connecting them with enterprise technology. As a Customer Experience Specialist, you will represent the brand and serve as a trusted advisor to our diverse customers, ranging from small business owners to experienced accountants. Your responsibilities will include delivering high-quality assistance via multiple communication channels, ensuring users quickly and effectively resolve their issues.

Your contribution goes beyond troubleshooting; it's about creating a superior customer experience by demonstrating empathy and a strong drive to solve problems. Proactively engaging with customers and simplifying complex information helps strengthen our economy and support the communities behind these businesses.

Team Environment and Collaboration

The Customer Experience team aims to deliver outstanding support and become trusted business advisors to Xero’s client base of small business owners, bookkeepers, and accountants. Collaboration across departments is key, enabling swift and efficient resolutions of customer inquiries through various channels.

Current Focus Areas

• Conducting proactive outbound call campaigns that guide customers toward optimal actions for their business.
• Leveraging advanced tools and technologies, including Generative AI, to improve support delivery.
• Handling and resolving customer cases using platforms such as Salesforce to maintain accurate records.
• Adjusting to evolving customer experience strategies and product changes in a dynamic environment.

Working Arrangements

The role follows a hybrid model requiring onsite presence three days per week, with two days of remote work. A fully onsite schedule is mandated during the training phase. Shift options available include Sunday–Thursday, Tuesday–Saturday, or Monday–Friday, all from 11:30 am to 8:00 pm. The projected start date is October 12, 2026.

Candidate Profile

• Previous experience in service environments where meeting service levels and quality standards was essential.
• Clear, concise, and genuine communication skills, proficient in both written and spoken interactions.
• Confidence in making outgoing calls proactively and managing daily responsibilities independently.
• A commitment to continuous learning and development with a growth-focused mindset.
• Team-oriented attitude with proactive support for colleagues and relationship building based on trust.
• Competency in IT tools such as Microsoft Office or Google Suite; familiarity with accounting software or case management platforms is advantageous.

Additional Information

Applicants are encouraged to apply even if they do not meet every listed qualification, as Xero values diverse skills, passion, and unique perspectives that contribute positively to its culture.