Role overview

Xero is seeking a Customer Experience Specialist to join its marketing team in Hawkes Bay. In this role, you will serve as a brand ambassador and advisor to small business owners, accountants, and bookkeepers, helping them maximize the value of Xero’s platform. You will deliver high-quality support across multiple channels while building stronger relationships with customers and empowering the businesses behind them.

Key responsibilities

Provide support and guidance to customers through various communication channels, helping them resolve queries quickly and efficiently.
Conduct proactive outbound calls and campaigns to help customers identify the best next actions for their business.
Manage and resolve customer cases using Salesforce, ensuring accurate data capture and tracking.
Simplify complex information and explain features in ways that help customers understand how to use Xero effectively.
Collaborate across Xero teams to address customer needs and adapt support as the product landscape evolves.
Leverage modern tools and technology, including generative AI, to enhance the quality of customer support delivery.

Requirements

Experience working in a service environment where you have successfully 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 work.
A growth mindset with a genuine commitment to continuous learning and building product knowledge.
Strong teamwork skills with the ability to build trust-based relationships and proactively support colleagues.
Proficiency with IT tools such as Microsoft Office or Google Suite; experience with accounting systems or case management tools is advantageous.

What makes this role worth considering

This is a full-time position offering hybrid flexibility, with three days required in the office and two days remote after an initial full-time in-office training period. The role operates on a rotating schedule (either Sunday–Thursday or Tuesday–Saturday), with 8-hour shifts between 7am and 8pm, allowing you to find a pattern that suits your lifestyle. You will be part of a collaborative team dedicated to delivering world-class support and becoming trusted business advisors to Xero’s customers.