Customer Experience Specialist

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. 

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

How you’ll make an impact

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.

We are looking to add Customer Experience Specialists to our team who will work 11:30am - 8:00pm, on a Monday through Friday, Tuesday through Saturday or Sunday through Thursday schedule. Please note, the anticipated start date will be in March 2025.

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. This will include queries related to accounting and bookkeeping processes.
• 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.

Success looks like

• Providing exceptional support and advice on how our customers use their Xero subscription
• Adaptable to grow with the changing needs of our business and Customers
• Collaborates effectively with all teams across Xero
• Provides timely, accurate and helpful responses to customers as per agreed targets 
• Escalates priority issues and assists in the prompt resolution of these
• Captures and shares feedback from Customers regarding improvements to the Xero accounting application and its associated service delivery platform

What you’ll bring with you

• Previous experience in a service environment and working to service levels and quality targets
• Demonstrated experience in efficient problem solving and resolution
• Experienced IT skills - confident with Microsoft Office, Google suite. (Any experience with other small business accounting systems and/or case management tools is beneficial )
• Experience in accounting, bookkeeping and/or small business is desirable
• Clear and concise communication, both written and on the phone 
• Confidence to make outbound proactive phone calls 
• Diligence and commitment to following through and resolving problems
• Initiative and ability to self-manage, along with flexibility
• Ability to build effective relationships
• A proven team player who proactively assists other team members

You’re likely to be

• Empathetic – You'll be able to put yourself in your customers’ shoes and understand their individual circumstances
• Committed – You will want to do the best job you can possibly do to making customers lives better
• Curious – You're always looking to find different ways of doing things
• Attentive – You enjoy listening to customers and what matters most to them
• Connected – You want to develop strong, trust-based relationships
• Courageous – You are confident to make decisions in the best interests of our customers and our business, to drive positive change

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, 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.