Customer Experience Specialist

Xero

Customer Experience Specialist supporting small businesses and accountants using Xero accounting software. Resolving cases, making proactive calls, and guiding customers through digital support channels.

Posted 8/17/2026full-timeWellington • 🇳🇿 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 relationship-building, utilizing tools like Salesforce and Generative AI to enhance service delivery. Proficient in clear communication and proactive outreach, ensuring a best-in-class customer experience.

Highest-signal resume keywords

Customer Support ExperienceSalesforce ManagementProactive Outbound CallingClear Communication SkillsIT Tools Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportSalesforceGenerative AIData CaptureService Level Management

Soft Skills

EmpathyInitiativeTeamworkGrowth MindsetRelationship-Building

Tools & Technologies

Microsoft OfficeGoogle Suite

Industry Keywords

Customer ExperienceService EnvironmentBackground ChecksNew Zealand Working Rights

About the role

Key responsibilities & impact

Act as a brand ambassador and trusted advisor for Xero customers, including small business owners, bookkeepers, and accountants
Provide high-quality customer support and guidance through multiple channels
Help customers navigate queries quickly and efficiently
Deliver a best-in-class customer experience through empathy and resolution-focused support
Proactively reach out to customers through outbound call campaigns
Simplify complex information and help customers identify the best next action for their business
Use Generative AI and modern tools to enhance customer support
Manage and resolve customer cases in Salesforce
Ensure accurate customer data capture
Adapt to Xero’s evolving customer experience strategy and product landscape
Collaborate across Xero teams to resolve customer queries efficiently
Work assigned Sunday-Thursday, Tuesday-Saturday, or Monday-Friday roster
Work shifts from 11:30am to 8:00pm

Requirements

What you’ll need

Experience in a service environment working toward service levels and quality targets
Clear, concise, and authentic written and verbal communication
Confidence making proactive outbound calls
Initiative to self-manage daily tasks
Growth mindset and readiness to continually learn and build knowledge
Commitment to teamwork and relationship-building through trust
Proficiency with IT tools such as Microsoft Office or Google Suite
Ability to work three days per week in the Wellington office after onboarding
Ability to work fully in the office during the initial training period
Ability to work one of the specified schedules: Sunday-Thursday, Tuesday-Saturday, or Monday-Friday
Availability for 11:30am-8:00pm shifts
Working rights for New Zealand
Satisfactory completion of relevant background checks, potentially including credit and criminal history checks

Benefits

Comp & perks

Hybrid working arrangement: three days per week in the office and two days working from home after onboarding
Work from home for two days per week under the ongoing hybrid model
Fair and supportive recruitment experience
Recruitment process adjustments or accommodations available
AI-enabled modern tools and technology