Role overview

Xero is seeking Customer Experience Specialists to join its Marketing department in Auckland. In this role, you will support small business owners, bookkeepers, and accountants by providing guidance and resolving queries across multiple channels. You will act as a brand ambassador and trusted advisor, helping customers get the most value from Xero’s business platform while contributing to the company’s mission of making small businesses more efficient.

Key responsibilities

Deliver high-quality support and guidance to customers through various communication channels, helping them navigate queries quickly and efficiently.
Conduct proactive outbound calls to customers to help them determine the best next steps for their business.
Manage and resolve customer cases using Salesforce, ensuring accurate data capture and thorough case documentation.
Simplify complex information and communicate clearly with customers via phone, email, and other channels.
Collaborate across Xero teams to quickly resolve customer issues and provide trusted advisory support.
Adapt to evolving customer experience strategies and product changes in a dynamic environment.

Requirements

Experience working in a service environment where you have 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 daily tasks independently.
A growth mindset with a genuine commitment to continuous learning and building product knowledge.
Strong teamwork and relationship-building abilities, with a willingness to proactively 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

The Customer Experience team operates on a hybrid schedule with three days in the office at the Auckland location and two days working from home, though initial training requires full-time office attendance. You will work one of two shift patterns—either Sunday through Thursday or Tuesday through Saturday—with 8-hour shifts between 7am and 8pm, providing flexibility in how you structure your week. This is a full-time position offering the opportunity to work with cutting-edge tools, including generative AI, while building trusted relationships with a community of small business owners and accounting professionals.