Customer Experience Specialist

Xero

Customer Experience Specialist supporting small businesses and accountants using Xero accounting software. Resolving customer cases, making proactive calls, and improving support through Salesforce and Generative AI.

Posted 8/17/2026full-timeAuckland • 🇳🇿 New ZealandMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support and engagement, utilizing tools like Salesforce and modern technologies to enhance service delivery. Exhibits strong communication skills and a proactive approach to problem-solving in a service-oriented environment.

Highest-signal resume keywords

Customer SupportSalesforce ExperienceClear CommunicationProactive Outbound CallingIT Tools Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportSalesforceMicrosoft OfficeGoogle SuiteData CaptureCase Management

Soft Skills

EmpathyInitiativeTeamworkGrowth MindsetAdaptability

Tools & Technologies

SalesforceMicrosoft OfficeGoogle SuiteGenerative AI

Industry Keywords

Service EnvironmentCustomer ExperienceSmall Business SupportAccounting Systems

About the role

Key responsibilities & impact

Act as a brand ambassador and trusted advisor for Xero customers
Provide high-quality support and guidance through multiple channels
Help small business owners, bookkeepers, and accountants resolve queries quickly and efficiently
Deliver a best-in-class customer experience through empathy and a passion for resolution
Proactively contact customers to help them achieve the best next action for their business
Simplify complex information for customers
Manage and resolve customer cases using platforms such as Salesforce
Ensure accurate data capture
Use modern tools and Generative AI to enhance customer support
Adapt to the evolving customer experience strategy and product landscape
Collaborate across Xero teams to resolve customer queries efficiently

Requirements

What you’ll need

Experience in a service environment working toward service levels and quality targets
Clear, concise, and authentic communication in written and spoken channels
Confidence making proactive outbound calls
Initiative to self-manage daily tasks
Growth mindset and readiness to continuously learn and build knowledge
Commitment to teamwork and proactively assisting others
Proficiency with IT tools such as Microsoft Office or Google Suite
Experience with accounting systems or case management tools is a bonus, not required
Ability to work one of the Sunday–Thursday, Tuesday–Saturday, or Monday–Friday rosters
Ability to work shifts from 11:30am to 8:00pm
Appropriate working rights for New Zealand

Benefits

Comp & perks

Hybrid working arrangement: three days per week in the office and two days working from home after onboarding
Flexible Working
Fair and supportive recruitment experience
Recruitment process adjustments or accommodations available
Background checks may include credit and criminal history checks