Role overview

Xero is seeking a Customer Experience Specialist to join their marketing department in Wellington. In this role, you will serve as a brand ambassador and trusted advisor to Xero’s customers, helping small business owners, bookkeepers, and accountants get the most value from the platform. You will provide support across multiple channels, combining problem-solving with a focus on delivering empathy-driven, efficient service.

Key responsibilities

Provide high-quality support and guidance to customers through various communication channels, helping them navigate queries and find solutions quickly.
Conduct proactive outbound calls to customers, identifying the best next steps for their business needs.
Manage and resolve customer cases using Salesforce, ensuring accurate data capture and follow-through.
Use modern support tools and technologies, including generative AI, to enhance the quality and efficiency of customer support delivery.
Simplify complex information and present it clearly to help customers understand how to use Xero effectively.
Work toward established service levels and quality targets while maintaining team standards.

Requirements

Demonstrated experience working in a service environment where you have consistently met service levels and quality targets.
Clear, concise, and authentic communication skills in both written and verbal formats.
Confidence and initiative to make proactive outbound calls and self-manage your daily workflow.
A growth mindset with a commitment to ongoing learning and building product knowledge.
Strong teamwork and relationship-building abilities, with a willingness to support colleagues.
Proficiency with IT tools such as Microsoft Office or Google Suite; experience with accounting systems or case management platforms is advantageous.

What makes this role worth considering

This full-time position offers flexible hybrid working arrangements with three days in the office at Xero One in Wellington and two days working remotely, though the initial training period requires full-time on-site attendance. You will join a collaborative team focused on becoming trusted business advisors, working with modern tools including generative AI while adapting to an evolving customer experience strategy in a high-change environment.