Customer Experience Specialist, Xero
Accounting
Accounting software for small businesses
Open for applications
Accounting software for small businesses
1001+ employees
Open for applications
1001+ employees
Company mission
To make life better for people in small business, their advisors, and communities around the world.
Role
Who you are
- You bring a strong foundation in accounting or bookkeeping, either through a completed qualification or current studies (e.g. AAT Level 4, or equivalent)
- Your communication style is clear and concise, allowing you to explain complex information simply whether you are on the phone or writing an email
- You have experience in a service-oriented environment where you have successfully met quality targets and solved problems efficiently
- A natural ability to build trust and maintain positive relationships with customers and colleagues alike is something you pride yourself on
- You are confident in making decisions that benefit the customer and are comfortable using IT suites such as Google Workspace or Microsoft Office
- Adapting to change comes easily to you, and you take personal accountability for achieving great results in a fast-paced setting
- Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team
What the job involves
- As a Customer Experience Specialist, you will be a key brand ambassador, providing world-class support and guidance to small business owners, bookkeepers, and accountants
- Your mission is to become a trusted advisor, helping our customers unlock the full value of Xero’s features through proactive outreach and efficient problem-solving across various channels
- You will play a vital part in building a stronger economy by empowering our community with the tools they need to thrive. In this high-change environment, your resilience and empathy will ensure every customer receives a best-in-class experience, turning complex queries into simple, effective outcomes
- You will join a collaborative Customer Experience team that works together to deliver high-quality support and drive positive customer outcomes like activation and retention. The team shares a growth mindset, constantly learning and refining their capabilities to stay ahead of our evolving strategy and technology
- Supporting customers through a mix of reactive support and proactive calls to encourage better product utilisation
- Embracing new tools and technology, including Generative AI, to enhance the delivery of our customer experience
- Using case management applications like Salesforce to accurately capture details and ensure seamless service
- Applying accounting fundamentals to resolve queries from both new users and seasoned professionals
- Managing customer enquiries across phone, email, and chat to provide timely, high-quality resolutions
- Proactively engaging with customers to help them maximise the benefits of the Xero platform
- Accurately recording and managing case details using professional tools like Salesforce
- Staying up-to-date with continuous product training to support both beginners and experts
- We are looking to add Customer Experience Specialists to our team who will work one of the following schedules:
- Monday through Friday, 11:30AM - 8PM
- Tuesday through Saturday, 11:30AM - 8PM
- Sunday through Thursday, 11:30AM - 8PM
- Please note that the anticipated start date will be in 23 May 2026
Our take
For a long time, high-quality financial services have been reserved for large-scale businesses. Xero solves this problem by giving small businesses, accountants, and bookkeepers access to best-in-class finance and accounting solutions.
Xero is one of the largest companies of its kind, with its promise to save time and effort for small business owners - who often don’t have in-house accounting teams - capturing interest and allowing the company to scale. It has a strong rival in Intuit QuickBooks, which offers similar services, but competes by being most effective for growing startups, and having an incredibly simple user experience.
A series of acquisitions and partnerships, including the purchase of Instafile in 2018, have consolidated Xero’s market share. The company continues to add new integrations, such as with Vehocheck Workshop Manager, and the 2023 launched Beautiful Business Fund that will help small businesses accelerate growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Company HQ
Te Aro, Wellington, Wellington
Leadership
Prior to Xero, she founded Boardlist and Joyus. She also served as the CEO of Polyvore and as a President of Asia Pacific and Latin America Operations at Google.
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