Xero Looking for Customer Experience Specialist at Wellington, Wellington, New Zealand Full Time

Our Purpose

At Xero, we’re here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we’re not only making life better for small business, we’ll be building a stronger economy that can change the world.

How you’ll make an impact

Xero’s Customer Experience (CX) team works collaboratively to provide 24/7 proactive and reactive support to a diverse range of Xero users, including small business owners, bookkeepers, and accountants. As a CX Specialist, you’ll be a passionate Xero brand ambassador, dedicated to delighting our customers and demonstrating the value Xero brings to their businesses.

In this role, you will provide support and guidance, demonstrating empathy by actively listening and putting yourself in our customers’ shoes, to deliver consistently high-quality customer satisfaction across all contact channels. The work is both challenging and rewarding, requiring resilience and adaptability. While you may not always have immediate answers, you’ll be someone who embraces challenges and adapts quickly to change. You’ll use your resilience and available resources to thoroughly and effectively research to provide best-in-class customer experiences across all our channels.

We are looking to add Customer Experience Specialists to our team who will work one of the following schedules:

‣ Monday through Friday, 7:00 am – 4:00 pm OR 11:00 am – 8:00 pm

‣ Tuesday through Saturday, 7:00 am – 4:00 pm OR 11:00 am – 8:00 pm

‣ Sunday through Thursday, 7:00 am – 4:00 pm OR 11:00 am – 8:00 pm

Please note that the anticipated start date will be in 19th May 2025.

If you’re someone who thrives in a dynamic environment, we encourage you to apply.

What you’ll do

• Provide timely, high-quality support to customers of all levels, from beginners to experts, across all channels (such as phone, email and chat), including support for accounting and bookkeeping queries.
• Manage customer inquiries through to resolution, ensuring customers are kept informed.
• Accurately record case details using our case management system (e.g., Salesforce).
• Communicate clearly and effectively to ensure high levels of customer satisfaction.
• Proactively engage with customers to help them maximise the benefits of Xero.
• Escalate unresolved issues appropriately, keeping customers updated throughout the process.
• Achieve quality and productivity targets.
• Stay up-to-date with Xero product changes and training.

What You’ll Bring With You

• Prior experience in a service environment, demonstrating the ability to meet service levels and quality targets.
• Proven problem-solving and resolution skills.
• Proficient IT skills, including experience with Microsoft Office or Google Suite; experience with accounting and case management tools are a plus.
• Clear and concise communication skills, both written and verbal.
• Confidence and comfort in making proactive & reactive outbound calls.
• Diligence and commitment to following through and resolving customer problems.
• Initiative, self-management skills, and flexibility.
• A proven team player with a willingness to assist other team members.

Why Xero?

At Xero, we’re committed to creating a workplace where you can thrive. We live by our values:

• We make it beautiful: We create experiences that our customers love.
• We make it happen: We move quickly, prioritise effectively, and deliver value.
• We make it human: We care for each other, embrace diversity, and prioritise wellbeing.
• We make it together: We collaborate, communicate openly, and value different perspectives.

We offer a supportive and inclusive environment where you can grow your career and be part of a team that’s making a real impact.

Offering 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, private medical insurance, gym passes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.

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.

How to Apply:

We encourage applications from all backgrounds and experiences. If you’re passionate about providing exceptional customer service and helping small businesses succeed, we’d love to hear from you.