Xero

5 days ago

Customer Experience Specialist

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Act as a brand ambassador and trusted advisor while delivering best-in-class customer support across multiple channels. You’ll help small business owners and accountants unlock the value of Xero by resolving queries with empathy, proactively reaching out, and simplifying complex information. Join a Customer Experience team working on proactive call campaigns, using modern tools (including Generative AI) and managing customer cases in platforms like Salesforce, in a hybrid environment in Wellington.

Location: Wellington

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Provide high-quality support and guidance to help customers quickly resolve queries and unlock the value of Xero.
•Deliver a best-in-class customer experience through empathy and a passion for resolution.
•Engage in proactive call campaigns to guide customers to the best next action for their business.
•Use modern tools and technology, including Generative AI, to enhance customer support delivery.
•Manage and resolve customer cases using platforms like Salesforce to ensure accurate data capture.

Key Requirements

•Experience in a service environment working toward service levels and quality targets.
•Clear, concise, and authentic communication by email and phone.
•Confidence making proactive outbound calls and ability to self-manage daily tasks.
•A growth mindset with 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.

Skills:EmpathyCommunicationProactive problem-solvingSelf-managementTeamwork

Tech Stack:Generative AISalesforceMicrosoft 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

Website LinkedIn

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Xero

5 days ago

Customer Experience Specialist

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 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 help customers quickly resolve queries and unlock the value of Xero.
•Deliver a best-in-class customer experience through empathy and a passion for resolution.
•Engage in proactive call campaigns to guide customers to the best next action for their business.
•Use modern tools and technology, including Generative AI, to enhance customer support delivery.
•Manage and resolve customer cases using platforms like Salesforce to ensure accurate data capture.

Key Requirements

•Experience in a service environment working toward service levels and quality targets.
•Clear, concise, and authentic communication by email and phone.
•Confidence making proactive outbound calls and ability to self-manage daily tasks.
•A growth mindset with 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.

Skills:EmpathyCommunicationProactive problem-solvingSelf-managementTeamwork

Tech Stack:Generative AISalesforceMicrosoft OfficeGoogle Suite

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