Customer Experience Specialist

Xero
Auckland
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Empathy","Problem-solving","Communication","Self-management","Teamwork"]

Own the customer experience by delivering high-quality support and guidance through multiple channels for small businesses, bookkeepers, and accountants. Act as a brand ambassador and trusted advisor, proactively reaching out and simplifying complex information. Help resolve customer cases accurately using platforms like Salesforce, while adapting to an evolving CX strategy. Work in a hybrid setup with in-office training and participate in proactive call campaigns enhanced with Generative AI tools.

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FursaFursa
Xero
Xero
1 day ago

Customer Experience Specialist

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Own the customer experience by delivering high-quality support and guidance through multiple channels for small businesses, bookkeepers, and accountants. Act as a brand ambassador and trusted advisor, proactively reaching out and simplifying complex information. Help resolve customer cases accurately using platforms like Salesforce, while adapting to an evolving CX strategy. Work in a hybrid setup with in-office training and participate in proactive call campaigns enhanced with Generative AI tools.
Location: Auckland
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Provide high-quality customer support and guidance through a variety of channels.
  • •Act as a brand ambassador and trusted advisor to help customers unlock the value of Xero.
  • •Proactively reach out to customers and simplify complex information to drive resolution.
  • •Manage and resolve customer cases using platforms like Salesforce to ensure accurate data capture.
  • •Contribute to proactive call campaigns and adapt to evolving CX strategy and product landscape.

Key Requirements

  • •Experience in a service environment working toward service levels and quality targets.
  • •Clear, concise, and authentic communication by phone and email.
  • •Confidence to make proactive outbound calls and self-manage daily tasks.
  • •A growth mindset with a readiness to consistently learn and build knowledge.
  • •Proficiency with IT tools such as Microsoft Office or Google Suite (experience with accounting systems or case management tools is a bonus).
Experience:AccountingCustomer support
Skills:EmpathyProblem-solvingCommunicationSelf-managementTeamwork
Tech Stack:SalesforceGenerative AIMicrosoft OfficeGoogle Suite

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
WebsiteLinkedIn