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 are a varied bunch 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 though! Our team works in shift patterns and work 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.  

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 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