Customer Experience Specialist

Our Purpose

At Xero, we're here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we're not only making life better for small business, we'll be building a stronger economy that can change the world.

How you'll make an impact

Xero's Customer Experience Team works together to provide 24/7 support to Xero users. We are Xero brand ambassadors and aim to delight our customers and make it easy for them to see how Xero adds value to their business.

The Customer Experience Specialist plays a key role at Xero and within Xero's Customer Experience team. You will provide support and guidance to small business owners, bookkeepers and accountants when they reach out to us with a question and when we reach out to them proactively by phone.

About the Role

With positions commencing 14th April 2025, you will take ownership for investigating and responding to the cases that our customers raise with us when they need a bit of help. Our customers vary from qualified accountants to small business owners, and they send us a variety of quirks and problems they need guidance with. As a CX specialist, you'll aim to give each customer prompt, helpful, and easy to understand information so they can resolve their issue and get back on track with their accounting. Most of our communications are via email, but when the situation calls for a human voice, you'll jump on a call to answer over the phone. When you aren't working on these cases, you use your deep product knowledge to surprise and delight our customers with a call around the different features they are using. You won't have to do all of this alone Our team works in shift patterns and works from the office at least 3 days per week, so you'll be able to build meaningful connections with your colleagues and work together to support our customers.

The shifts we are looking to fill are as below:

Monday - Friday, 11:30 AM to 8:00 PM
Tuesday - Saturday, 11:30 AM to 8:00 PM

Success looks like:

• Providing exceptional support and advice on how our customers use their Xero subscription
• Adaptable to grow with the changing needs of our business and customers
• Collaborates effectively with all teams across Xero
• Provides timely, accurate, and helpful responses to customers as per agreed targets
• Escalates priority issues and assists in the prompt resolution of these
• Captures and shares feedback from customers regarding improvements to the Xero accounting application and its associated service delivery platform

What you'll bring with you:

• A passion for creating great customer experiences
• Clear and concise written and verbal communication skills
• An interest and understanding of technology and information systems
• A proactive approach to work
• A growth mindset
• Motivation to join a fun, friendly, high-performing team in a fast-paced and dynamic work environment

You're likely to be:

• Empathetic – You'll be able to put yourself in your customers' shoes and understand their individual circumstances
• Committed – You will want to do the best job you can possibly do to make customers' lives better
• Curious – You're always looking to find different ways of doing things
• Attentive – You enjoy listening to customers and what matters most to them
• Connected – You want to develop strong, trust-based relationships
• Courageous – You are confident to make decisions in the best interests of our customers and our business, to drive positive change

Why Xero?

Offering very generous paid leave to use however you'd like (plus statutory holidays), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, health insurance, life insurance, and income protection, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you'll do the best work of your life at Xero.

Our collaborative and inclusive culture is one we're immensely proud of. We know that a diverse workforce is a strength that enables businesses, including ours, to better understand and serve customers, attract top talent and innovate successfully. We are a member of Pride in Diversity, in recognition of our inclusive workplace. Our goal is to make sure you feel welcome and supported to do the best work of your life.

At Xero we embrace diversity and inclusion and value a challenge mindset. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single competency or experience. If you are excited about this role, but your past experience doesn't align perfectly, we encourage you to apply anyway. You could be just the right person for this role and Xero. If you have any support or access requirements, we encourage you to advise us at the time of application and throughout the interview process.