Customer Experience Specialist

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

Deliver best-in-class customer support as a brand ambassador and trusted advisor, helping small business owners and accountants unlock the full value of Xero. Resolve customer inquiries efficiently across multiple channels, using empathy and proactive outreach to simplify complex information. Work with the Customer Experience team on proactive call campaigns, manage cases in Salesforce for accurate capture, and support customers in a fast-evolving CX and product landscape.

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FursaFursa
Xero
Xero
1 day ago

Customer Experience Specialist

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

Job Summary

Deliver best-in-class customer support as a brand ambassador and trusted advisor, helping small business owners and accountants unlock the full value of Xero. Resolve customer inquiries efficiently across multiple channels, using empathy and proactive outreach to simplify complex information. Work with the Customer Experience team on proactive call campaigns, manage cases in Salesforce for accurate capture, and support customers in a fast-evolving CX and product landscape.
Location: Auckland
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Act as a brand ambassador and trusted advisor to help customers unlock the value of Xero.
  • •Provide high-quality support and guidance through a variety of customer support channels.
  • •Proactively reach out to customers to simplify complex information and drive best next actions.
  • •Manage and resolve customer cases using platforms like Salesforce to ensure accurate data capture.
  • •Support the evolving CX strategy and product landscape in a high-change environment.

Key Requirements

  • •Experience in a service environment, working toward service levels and quality targets.
  • •Clear, concise communication on email and phone.
  • •Confidence to make proactive outbound calls and self-manage daily tasks.
  • •A growth mindset with readiness to consistently learn and build knowledge.
  • •Proficiency with IT tools like Microsoft Office or Google Suite; experience with accounting systems or case management tools is a bonus.
Experience:Customer supportService environmentAccounting systems
Skills:EmpathyCommunicationSelf-managementProactive outreachTeamwork
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
WebsiteLinkedIn