Xero

3 months ago

Customer Experience Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Join Xero as a Customer Experience Specialist to act as a brand ambassador and trusted advisor, helping small business owners, bookkeepers and accountants unlock the full value of Xero. Deliver high-quality support across channels, proactively reach out to customers, and simplify complex information with empathy and a passion for resolution in a hybrid, team-driven CX environment.

Location: Wellington

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Provide high‑quality support and guidance to customers through multiple channels to resolve queries efficiently.
•Act as a brand ambassador and trusted advisor, helping customers unlock the full value of Xero.
•Proactively reach out to customers and simplify complex information with empathy and clarity.
•Collaborate with the Customer Experience team and other Xero teams to resolve cases using tools like Salesforce.
•Adapt to evolving CX strategy and product changes to support users in a high-change environment.

Key Requirements

•Experience from a service environment where you have successfully worked towards service levels and quality targets.
•Communication is clear, concise, and authentic, whether in writing or on the phone.
•Confidence to make proactive outbound calls and the initiative to self-manage daily tasks.
•Growth mindset with a willingness to learn and build knowledge consistently.
•Proficiency with IT tools like Microsoft Office or Google Suite; accounting systems or case management tools are a bonus.

Experience:SaaSAccounting software

Skills:CommunicationEmpathyTeamworkTime-managementProblem-solving

Languages:English

Tech Stack:SalesforceMicrosoft OfficeGoogle SuiteGenerative AI

Company Brief

Xero

Provides cloud-based accounting, payroll, and financial management software for small and medium-sized businesses, enabling invoicing, bank reconciliation, reporting, and integrations with third-party apps globally.

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Wellington, New Zealand

Founded: 2006

Website LinkedIn

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Xero

3 months ago

Customer Experience Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Location: Wellington

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Provide high‑quality support and guidance to customers through multiple channels to resolve queries efficiently.
•Act as a brand ambassador and trusted advisor, helping customers unlock the full value of Xero.
•Proactively reach out to customers and simplify complex information with empathy and clarity.
•Collaborate with the Customer Experience team and other Xero teams to resolve cases using tools like Salesforce.
•Adapt to evolving CX strategy and product changes to support users in a high-change environment.

Key Requirements

•Experience from a service environment where you have successfully worked towards service levels and quality targets.
•Communication is clear, concise, and authentic, whether in writing or on the phone.
•Confidence to make proactive outbound calls and the initiative to self-manage daily tasks.
•Growth mindset with a willingness to learn and build knowledge consistently.
•Proficiency with IT tools like Microsoft Office or Google Suite; accounting systems or case management tools are a bonus.

Experience:SaaSAccounting software

Skills:CommunicationEmpathyTeamworkTime-managementProblem-solving

Languages:English

Tech Stack:SalesforceMicrosoft OfficeGoogle SuiteGenerative AI

Company Brief

Xero

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Wellington, New Zealand

Founded: 2006

Website LinkedIn