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Customer Experience Specialist

1 week ago

Auckland, Auckland, New Zealand Xero 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.

We're looking for people to join our award winning Customer Experience Team in 2025
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
Xero's Customer Experience Team works together to provide 24/7 support to Xero users. We are Xero brand ambassadors and aim to delight our customers and make it easy for them to see how Xero adds value to their business. The Customer Experience Specialist plays a key role at Xero and within Xero's Customer Experience team. You will provide support and guidance to small business owners, bookkeepers and accountants when they reach out to us with a question and when we reach out to them proactively by phone. Our aim is to help our customers through their queries quickly and efficiently. Sometimes you won't know the right answer, but you're the kind of person who is up for the challenge to use their curiosity, resourceful nature and enjoys solving problems to create #beautiful experiences. You'll be empowered to make decisions in the best interests of our customers and our business.

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.

Commencing 21st April 2025,we are looking to add Customer Experience Specialists to our team who will work from 11:00am - 8:00pm, on a Monday through Friday, Tuesday to Saturday or Sunday through Thursday schedule.
What you'll do

Support Customers to get the most out of Xero, whether they are early in their adoption of cloud accounting software or seasoned professionals.
Provide quality service to customers, focusing on finding ways to support them with their issues and queries accurately and within our targeted initial response times, through our Salesforce case management system, or by telephone.
Take ownership of enquiries and manage them through to resolution, ensuring Customers are kept up-to-date at all times.
Ensure that all case details are captured fully and accurately using case management applications.
Communicate outcomes to customers simply, but effectively, ensuring that they are satisfied with the outcomes you give by written responses or by telephone.
Participate in proactive call campaigns to ensure our customers are getting the most out of Xero.
Escalate any issues that you are unable to resolve, whilst making sure that the customer is kept up-to-date as the case is escalated.
Achieve agreed targets, particularly your quality and productivity targets.
Find and share opportunities to improve the service offered to our customers and Xero processes.
Keep yourself up-to-date with changes and training within Xero so that you can continue to offer great service to our customers
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.