Customer Experience Specialist

Job description

The role & impact 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 team & how they connect 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. The team is currently working on - 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. Where and how you can work This team operates a hybrid working arrangement, requiring three days per week in the office. You will be able to work from home for the remaining two days. Please note, the initial training period for this role will require you to be fully in the office five days a week. 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 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. Here are some of the things we are looking for, for this role - 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. 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.