Xero
Customer Experience Specialist
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**CX Specialist Roles – ** Customer Experience (CX) Team – Xero
About the Role
As a Customer Experience Specialist, you will be a passionate Xero brand ambassador, dedicated to delivering timely, high-quality support to customers across all levels—from beginners to experts. Your focus will be on accounting and bookkeeping queries, backed by empathy, active listening, and a commitment to consistent customer satisfaction across all contact channels.
Key Responsibilities
- Resolve customer inquiries swiftly, demonstrating resilience and adaptability.
- Accurately record case details in the case management system (e.g., Salesforce) and escalate unresolved issues as needed.
- Keep customers informed throughout the resolution process.
- Achieve quality and productivity targets while ensuring best-in-class customer experiences.
The Team & Our Approach
The Customer Experience (CX) team collaborates globally to deliver proactive and reactive support to small business owners, bookkeepers, and accountants. We operate 24/7 and are continually striving for excellence in:
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- Support across all channels: Phone, email, and chat.
- Proactive engagement: Helping customers maximise the value of Xero.
- Outbound communication: Managing and resolving inquires via calls.
- Product knowledge: Staying updated on Xero product changes and training.
Working Arrangements
We seek Customer Experience Specialists to work under one of the following schedules:
- Tuesday through Saturday: 11:30 AM – 8:00 PM
- Sunday through Thursday: 11:30 AM – 8:00 PM
Starting date:** 10 August 2026 (Subject to vacancy). Note: Evening pay supplement applies for shifts ending at 8:00 PM.
Requirements
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Essential Qualifications
- Prior experience in a service environment, consistently hitting service levels and quality targets.
- Demonstrated problem-solving and resolution skills, with a commitment to following through until customer issues are resolved.
- Strong communication skills—both written and verbal.
- Comfort and confidence in making proactive and reactive outbound calls.
- Proven ability to initiate, self-manage, and adapt flexibly to change.
Who We’d Love to See
- A true team player, eager to assist and collaborate.
- An individual who thrives in fast-paced, dynamic environments to ensure the best customer experience.
** "Don’t sell yourself short—apply even if your experience doesn’t perfectly match. At Xero, we hire based on your skills, passion, and fresh perspective to enhance our culture."
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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