Customer Experience Specialist

About the role

As a Customer Experience Specialist at Xero, you will act as a brand ambassador and trusted advisor, helping small‑business owners, bookkeepers and accountants unlock the full value of Xero’s platform. You will deliver high‑quality support across multiple channels, combining empathy with a focus on rapid resolution.

Key responsibilities

• Provide timely assistance to customers via phone, email and chat, ensuring queries are resolved efficiently.
• Conduct proactive outbound call campaigns to guide customers toward the best next actions for their businesses.
• Leverage modern tools, including Generative AI, to enhance support delivery.
• Manage and resolve cases in Salesforce, capturing accurate data throughout the process.
• Adapt to evolving CX strategies and product updates in a fast‑changing environment.

Required profile

• Proven experience in a service‑oriented environment meeting service level and quality targets.
• Clear, concise communication style, both written and verbal.
• Confidence to make outbound calls and ability to self‑manage daily tasks.
• Growth mindset with a commitment to continuous learning.
• Team‑player who builds trust‑based relationships.
• Proficiency with standard IT tools such as Microsoft Office or Google Suite.

Required skills

• Microsoft Office
• Google Suite
• Salesforce
• Generative AI tools