Customer Experience Specialist

📋 Description

• Provide high-quality support and guidance across channels to Xero customers.
• Act as brand ambassador and trusted advisor for small businesses and accountants.
• Help users navigate queries quickly and efficiently with empathy.
• Leverage proactive outreach to improve customer outcomes and actions.
• Work with modern tools to enhance support delivery (AI where applicable).
• Collaborate across teams to resolve queries efficiently.

🎯 Requirements

• Experience in a service environment with service levels/quality targets.
• Clear, concise communication; professional phone/email interactions.
• Confidence for outbound calls and self-management of daily tasks.
• Growth mindset and willingness to learn and build knowledge.
• Team player who builds relationships through trust.
• Proficiency with IT tools (Microsoft Office or Google Suite).

🎁 Benefits

• Hybrid working arrangement: three days in office, two days remote.
• Initial training in-office five days a week.
• Shift options: Sunday-Thursday, Tuesday-Saturday, or Monday-Friday (11:30am-8:00pm).
• Start date: 12 Oct 2026.