Customer Experience Specialist
The role & impact
At Xero, we are here to supercharge small businesses by making them more efficient and connecting them with big business technology. As a Customer Experience Specialist, you will play a vital role in this mission by acting as a brand ambassador and trusted advisor, ensuring our customers—from small business owners to seasoned accountants—unlock the full value of Xero. You will provide high-quality support and guidance through a variety of channels, helping users navigate their queries quickly and efficiently.
Your work is about more than just solving problems; it is about delivering a best-in-class experience through empathy and a passion for resolution. By proactively reaching out to customers and simplifying complex information, you will help build a stronger economy and empower the community behind these businesses.
The team & how they connect
The Customer Experience team works together to provide world-class support, aiming to become trusted and efficient business advisors to Xero customers. The team supports small business owners, bookkeepers, and accountants. They collaborate effectively across all teams at Xero, working to quickly and efficiently resolve customer queries through a variety of channels.
The team is currently working on
Engaging in proactive call campaigns to help customers achieve the best next action for their business.
Utilising modern tools and technology, including Generative AI, to enhance the delivery of customer support.
Managing and resolving customer cases using platforms like Salesforce to ensure accurate data capture.
Adapting to the evolving CX strategy and product landscape to support users in a high-change environment.
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 join our team who will work one of the following schedules:
Sunday through Thursday
Tuesday through Saturday
Monday through Friday
All shifts will be 11:30am - 8:00pm.
Please note that the anticipated start date will be 12 OCT 2026.
Here are some of the things we are looking for
You bring experience from a service environment where you have successfully worked towards service levels and quality targets.
Your communication style is clear, concise, and authentic, whether you are writing an email or speaking on the phone.
You possess the confidence to make proactive outbound calls and the initiative to self-manage your daily tasks.
A growth mindset and a readiness to consistently learn and build knowledge are essential to your success.
You are a committed team player who proactively assists others and builds relationships through trust.
Proficiency with IT tools like Microsoft Office or Google Suite is required, and experience with accounting systems or case management tools is a bonus.
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.
Similar roles
On-Site Tech Solutions Specialist - St Lukes
The Warehouse Group·Auckland, New Zealand
Job Description Our Tech Solutions Specialist Experts are key to our success. The end-to-end service we offer means customers can rely on us to ensure we provide them with the right product or service – through live demonstrations, the offering of support and advice, and delivering and installing purchases. This opportunity would suit someone who loves technology, is customer focused…
- Full-time
- Skilled Migrant (Residence) — PR, points-based, no single employer
Recovery Administrator
New Zealand Government·New Zealand
* Make a real difference behind the scenes by supporting injured New Zealanders * Join a collaborative team where you'll learn, grow and develop new skills * Permanent role with comprehensive training, great benefits and career pathways About us | Mō mātou ACC is a trusted and high'performing organisation, providing care, supporting recovery and promoting injury prevention, now and into…
- Full-time
- NZD 60k–NZD 60k / yr
- Skilled Migrant (Residence) — PR, points-based, no single employer
Senior Engagement Advisor
New Zealand Government·New Zealand
Help shape the future of education in New Zealand Help shape the future of Education We work to shape an education system that delivers equitable and excellent outcomes Our organisation is made up of talented and committed people around Aotearoa, from a wide range of backgrounds and cultures. While we work in different groups and on different things, we all…
- Full-time
- NZD 101k–NZD 122k / yr
- Skilled Migrant (Residence) — PR, points-based, no single employer
Scaled Customer Success Manager, EMEA
Harvey·London, Canada
WHY HARVEY At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come. This is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor…
- On-site
- Full-time
- Express Entry — PR day one, no employer
AI Quality Assurance Program Manager
tripadvisor·London, Canada
<p>AI Quality Assurance Program Manager I Tripadvisor</p> <p><strong>About Tripadvisor </strong></p> <p>The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel…
- On-site
- Full-time
- Express Entry — PR day one, no employer
Contact Centre Advisor
Ceredigion County Council·United Kingdom
Contact Centre Advisor Closing date: 20/09/2026 Reference: REQ106858 37 hours / Permanent * Canolfan Rheidol, Aberystwyth *All salary values are pro-rata. Apply Online About the role If you are motivated by delivering first class customer service and committed to improving the customer experience then we would like to hear from you. We are looking to recruit an enthusiastic Contact Centre…
- On-site
- Full-time
- £27k–£29k / yr
Customer Success Manager - Critical Infrastructure
CDC Data Centres·Canberra, Australia
* Fantastic opportunity to enter the rapidly growing Data Centre industry. * Tailored CDC Academy and hands-on training provided. * Inclusive, supportive team culture with strong employee benefits About us: Established in 2007, CDC Data Centres is Australia and New Zealand’s leading operator of secure, world-class data centre facilities. CDC plays a unique role in the fabric of the nations…
- Full-time
- Skilled Independent 189 — PR, no sponsor
Enrolled Nurse
Capital Health Careers·New Zealand
Location: Te Whare o Matairangi Contract: Permanent, Full Time or Part Time (0.8-1 FTE), rostered and rotating shifts Health New Zealand | Te Whatu Ora is firmly grounded in the principles of Te Tiriti o Waitangi and is dedicated to serving all New Zealanders. Through integration and collaboration, we’re building a health system underpinned by partnership, equity, sustainability, whānau-centred care,…
- Full-time
- Skilled Migrant (Residence) — PR, points-based, no single employer
