About the job
At Xero, our mission is to empower small businesses by enhancing their efficiency and connecting them with cutting-edge technology typically reserved for larger enterprises. As a Customer Experience Specialist, you will be integral to this mission, serving as a brand ambassador and trusted advisor. Your role will focus on helping our diverse clientele—from small business owners to experienced accountants—maximize the benefits of using Xero. You will deliver high-quality support and guidance through multiple channels, ensuring that users can quickly and effectively resolve their queries.
Your contributions extend beyond mere problem-solving; you will foster a best-in-class experience characterized by empathy and a genuine passion for customer resolution. By proactively engaging with customers and simplifying complex information, you will be instrumental in strengthening the economy and supporting the community of businesses we serve.
About the Team
The Customer Experience team is dedicated to providing exceptional support and aspires to be trusted business advisors for Xero customers. This collaborative team supports small business owners, bookkeepers, and accountants, working seamlessly across all departments at Xero to efficiently resolve customer inquiries through various channels.
Current Initiatives
Conducting proactive call campaigns to guide customers towards optimal actions for their business.
Leveraging modern tools and technology, including Generative AI, to enhance customer support delivery.
Managing and resolving customer cases via platforms like Salesforce to ensure accurate data capture.
Adapting to evolving customer experience strategies and product landscapes in a dynamic environment.
Work Arrangement
We offer a hybrid working arrangement that requires you to be in the office for three days a week, with Wednesday being mandatory. You will have the flexibility to work from home for the other two days. Please note that the initial training period will require full attendance in the office for five days a week.
We are eager to welcome Customer Experience Specialists who will operate on one of the following schedules:
Sunday to Thursday, 11:00 AM - 8:00 PM
Tuesday to Saturday, 11:00 AM - 8:00 PM
The anticipated start date is June 8, 2023.

