Customer Experience Specialist, Xero
3 days a week in office
Accounting software for small businesses
Posted today
Accounting software for small businesses
1001+ employees
Posted today
3 days a week in office
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 prior experience in a service environment, having demonstrated the ability to meet service levels and quality targets
- You possess proven problem-solving and resolution skills, showing commitment to following through and resolving customer problems
- You can communicate clearly and concisely, both written and verbally
- You will have comfort and confidence in making proactive and reactive outbound calls
- You demonstrate initiative, self-management skills, and flexibility, embracing challenges and adapting quickly to change
- You are a proven team player with a willingness to assist and collaborate with other team members
What the job involves
- As a CX Specialist, you will be a passionate Xero brand ambassador , responsible for providing timely, high-quality support and guidance to customers of all levels, from beginners to experts
- This includes providing support for accounting and bookkeeping queries
- You will make an impact by demonstrating empathy, actively listening, and delivering consistently high customer satisfaction across all contact channels
- The work requires resilience and adaptability
- You will manage customer inquiries through to resolution, accurately recording case details in the case management system (e.g, Salesforce), and escalating unresolved issues appropriately while keeping customers informed
- Success is measured by achieving quality and productivity targets and ensuring best-in-class customer experiences
- The Customer Experience (CX) team works collaboratively to provide proactive and reactive support to a diverse range of Xero users globally, including small business owners, bookkeepers, and accountants
- They are dedicated to delighting customers and demonstrating the value Xero brings to their businesses , working 24/7 across various channels
- Providing high-quality support across all channels, such as phone, email, and chat
- Proactively engaging with customers to help them maximise the benefits of Xero
- Making proactive and reactive outbound calls to manage and resolve customer inquiries
- Staying up-to-date with Xero product changes, training, and accurately recording case details
- We are looking to add Customer Experience Specialists to our team who will work one of the following schedules:
- Tuesday through Saturday, 11:30AM - 8PM
- Monday through Friday, 11:30AM - 8PM
Application process
- Please note that the anticipated start date will be in 26 October 2026. There will also be an evening pay supplement for shifts ending at 8:00 PM
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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