Customer Experience Specialist

Xero

Customer Experience Specialist supporting small businesses, bookkeepers, and accountants using Xero accounting software. Resolving customer cases, conducting proactive calls, and delivering multi-channel support from Hawkes Bay.

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

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in delivering exceptional customer support through effective communication and relationship-building. Proficient in utilizing modern tools and technologies to enhance service delivery and manage customer interactions efficiently.

Highest-signal resume keywords

Customer Experience ManagementProactive Outbound CallingSalesforce Case ManagementEmpathy in Customer SupportIT Tools Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportService-Level Target AchievementData Capture AccuracyAccounting Systems ExperienceCase Management Tools

Soft Skills

Clear CommunicationTeamworkRelationship-BuildingGrowth MindsetSelf-Management

Tools & Technologies

SalesforceMicrosoft OfficeGoogle SuiteGenerative AI

Industry Keywords

Brand AmbassadorSmall Business SupportBookkeeper AssistanceAccountant GuidanceCustomer Query Resolution

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 navigate queries quickly and efficiently
Deliver a best-in-class customer experience through empathy and resolution-focused support
Proactively reach out to customers through call campaigns to identify the best next action for their business
Use modern tools and Generative AI to enhance customer support delivery
Manage and resolve customer cases in platforms such as Salesforce
Ensure accurate data capture
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-level and quality targets
Clear, concise, and authentic written and verbal communication
Confidence making proactive outbound calls
Ability to self-manage daily tasks
Growth mindset and readiness to consistently learn and build knowledge
Commitment to teamwork and relationship-building through trust
Proficiency with IT tools such as Microsoft Office or Google Suite
Experience with accounting systems or case management tools is a bonus

Benefits

Comp & perks

Hybrid working arrangement: three days per week in the office and two days working from home
Work-from-home flexibility after onboarding and training
Fair and supportive recruitment experience
Recruitment-process accommodations or adjustments, where required
Xero employment subject to satisfactory background checks