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.

Are you accounting qualified or Cert IV in BookKeeping and passionate about helping small businesses thrive? With positions **commencing 21st April**:

- Use your accounting expertise to empower small businesses and accountants around the globe (and have fun while doing it). We are looking to fill several roles in our Customer Experience team based in Melbourne.

**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.

Our aim is to help our customers through their queries quickly and efficiently. Sometimes you won't know the right answer, but you're the kind of person who is up for the challenge to use their curiosity, resourceful nature and enjoys solving problems to create beautiful experiences. You'll be empowered to make decisions in the best interests of our customers and our business.

**We are looking to add Customer Experience Specialists to our team who will work the shifts as below, 11:30am - 8:00pm**:
Monday - Friday,

Tuesday - Saturday

**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

**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 making 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.