Xero Looking for Customer Experience Specialist at Hawke’s Bay, New Zealand Full Time

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

We’re looking for people to join our award winning Customer Experience Team in 2024!

Our Customer Experience (“CX”) team sits at the heart of Xero’s purpose. Our global team is made up of knowledgeable humans who work together with Xero’s product suite, to provide award-winning support to Xero users. The Xero CX Specialists are a collaborative team, known for being empathetic and curious problem solvers, who add value and make a positive impact to our Customers day.

About the Team

When you join the Customer Experience team at Xero, you’ll form part of a fun, friendly, high performing team. We will provide you the tools and training and support you will need to succeed in your role, all you need to do is be ready and willing to learn. We work hard to create and cultivate a safe environment, for you to build meaningful relationships and bring your full self to work. We’re a Stonewall Diversity Champion, Disability Confident employer, Pride in Diversity employer, Rainbow Tick certified and a member of GenderTick, and part of the Australian Network on Disability. So from the moment you step through our doors, you’ll feel welcome and supported.

About the Role

You will take ownership for investigating and responding to the cases that our customers raise with us when they need a bit of help. Our customers are a varied bunch from qualified accountants to small business owners and they send us a variety of quirks and problems they need guidance with. As a CX specialist, you’ll aim to give each customer prompt, helpful and easy to understand information so they can resolve their issue and get back on track with their accounting. Most of our communications are via email but when the situation calls for a #human voice, you’ll jump on a call to answer over the phone. When you aren’t working on these cases you use your deep product knowledge to surprise and delight our customers with a call around the different features they are using. You won’t have to do all of this alone though! Our team works in shift patterns and work from the office at least 3 days per week, so you’ll be able to build meaningful connections with your colleagues and work together to support our customers.

The shift we are looking to fill in Hawkes Bay is:

• Tuesday – Saturday, 10 AM – 7 PM

What You’ll Bring With You

• A passion for creating great customer experiences
• Clear and concise written and verbal communication skills
• An interest and understanding of technology and information systems
• A proactive approach to work
• A growth mindset
• Motivation to join a fun, friendly, high performing team in a fast-paced and dynamic work environment

What We Offer

When you join Xero you are trusting us with your career and we take that seriously. Our CX team will invest in your training and development and give you opportunities to learn and grow.

We also believe that our human-first culture of respect, fairness, and inclusion is what helps Xeros thrive. And when our people are thriving, so do the small businesses and communities we serve directly every day.

Why Xero

Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, free medical insurance, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.

Our collaborative and inclusive culture is one we’re immensely proud of. We know that a diverse workforce is a strength that enables businesses, including ours, to better understand and serve customers, attract top talent and innovate successfully. At Xero we embrace diversity and inclusion and value a #challenge mindset.

Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single competency or experience . If you are excited about this role, but your past experience doesn’t align perfectly, we encourage you to apply anyway. You could be just the right person for this role and Xero. If you have any support or access requirements, we encourage you to advise us at time of application and throughout the interview process.

Xero is an NZ Immigration Accredited Employer and Rainbow Tick certified too.