Customer Experience Specialist

About the role

Xero’s purpose is to help small businesses work more efficiently by connecting them with powerful business technology. In this role, you’ll represent the brand, act as a dependable guide for customers, and help them get the most out of Xero’s products and services. You’ll support a wide range of users, from small business owners to experienced accountants, by delivering timely help across multiple communication channels.

This position is about more than answering questions. It requires a customer-first approach, empathy, and a strong focus on getting to the right solution quickly. You’ll also help simplify complex information and, through proactive outreach, contribute to better outcomes for customers and the wider business community.

About the team

The Customer Experience team is focused on providing excellent support and becoming a trusted business advisor for Xero customers. The group works closely with small business owners, bookkeepers, and accountants, while collaborating across the wider organisation to resolve issues efficiently and accurately.

What you’ll be working on

• Running proactive call campaigns to help customers take the most appropriate next step for their business.
• Using modern tools and technology, including generative AI, to improve the support experience.
• Handling customer cases in systems such as Salesforce while keeping records accurate and complete.
• Adjusting to a changing customer experience strategy and product environment in a fast-moving setting.

Work arrangement and schedule

This is a hybrid position with three days per week in the office, including Wednesday as a fixed office day. The remaining two days can be worked from home. During the initial training period, you will be required to work from the office five days a week.

The role is available on one of the following schedules:

• Sunday to Thursday, 11:00 am to 8:00 pm
• Tuesday to Saturday, 11:00 am to 8:00 pm

What we’re looking for

We’re looking for someone who brings experience from a service-focused environment and has a track record of meeting service targets and quality expectations. You should be able to communicate clearly and naturally, both in writing and over the phone, and feel comfortable making outbound calls and managing your own workload.

A strong desire to keep learning, build knowledge, and adapt to new ways of working will help you succeed. You should also be a supportive team member who builds trust, helps others, and works collaboratively. Confident use of everyday business software such as Microsoft Office or Google Workspace is important, and experience with accounting platforms or case management tools would be an advantage.

Additional information

The expected start date for this position is 10 August 2026.

Applicants are encouraged to apply even if their background does not match every requirement exactly. Xero values skills, motivation, and the different perspectives people bring to the team.