Our Purpose 

At Xero, we’re here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we’re not only making life better for small business, we’ll be building a stronger economy that can change the world.

We’re looking for people to join our award winning Customer Experience Team in 2025!

Our Customer Experience (“CX”) team sits at the heart of Xero’s purpose. Our global team is made up of knowledgeable humans who work together with Xero’s product suite, to provide award-winning support to Xero users. The Xero CX Specialists are a collaborative team, known for being empathetic and curious problem solvers, who add value and make a positive impact to our Customers day.

About the Team

When you join the Customer Experience team at Xero, you’ll form part of a fun, friendly, high performing team. We will provide you the tools and training and support you will need to succeed in your role, all you need to do is be ready and willing to learn. We work hard to create and cultivate a safe environment, for you to build meaningful relationships and bring your full self to work. We’re a Stonewall Diversity Champion, Disability Confident employer, Pride in Diversity employer, Rainbow Tick certified and a member of GenderTick, and part of the Australian Network on Disability. So from the moment you step through our doors, you’ll feel welcome and supported.

About the Role

Xero’s Customer Experience Team works together to provide 24/7 support to Xero users. We are Xero brand ambassadors and aim to delight our customers and make it easy for them to see how Xero adds value to their business. The Customer Experience Specialist plays a key role at Xero and within Xero’s Customer Experience team. You will provide support and guidance to small business owners, bookkeepers and accountants when they reach out to us with a question and when we reach out to them proactively by phone. Our aim is to help our customers through their queries quickly and efficiently. Sometimes you won’t know the right answer, but you’re the kind of person who is up for the challenge to use their curiosity, resourceful nature and enjoys solving problems to create #beautiful experiences. You’ll be empowered to make decisions in the best interests of our customers and our business.

 When you aren’t working on these cases you use your deep product knowledge to surprise and delight our customers with a call around the different features they are using. You won’t have to do all of this alone though! Our team works in shift patterns and work from the office at least 3 days per week, so you’ll be able to build meaningful connections with your colleagues and work together to support our customers.

Commencing 21st April 2025, we are looking to add Customer Experience Specialists to our team who will work from 11:00am - 8:00pm, on a Monday through Friday, Tuesday to Saturday or Sunday through Thursday schedule.

What you’ll do

• Support Customers to get the most out of Xero, whether they are early in their adoption of cloud accounting software or seasoned professionals. 
• Provide quality service to customers, focusing on finding ways to support them with their issues and queries accurately and within our targeted initial response times, through our Salesforce case management system, or by telephone.
• Take ownership of enquiries and manage them through to resolution, ensuring Customers are kept up-to-date at all times. 
• Ensure that all case details are captured fully and accurately using case management applications. 
• Communicate outcomes to customers simply, but effectively, ensuring that they are satisfied with the outcomes you give by written responses or by telephone. 
• Participate in proactive call campaigns to ensure our customers are getting the most out of Xero. 
• Escalate any issues that you are unable to resolve, whilst making sure that the customer is kept up-to-date as the case is escalated.
• Achieve agreed targets, particularly your quality and productivity targets. 
• Find and share opportunities to improve the service offered to our customers and Xero processes. 
• Keep yourself up-to-date with changes and training within Xero so that you can continue to offer great service to our customers.

Success looks like

• Providing exceptional support and advice on how our customers use their Xero subscription
• Adaptable to grow with the changing needs of our business and Customers
• Collaborates effectively with all teams across Xero
• Provides timely, accurate and helpful responses to customers as per agreed targets 
• Escalates priority issues and assists in the prompt resolution of these
• Captures and shares feedback from Customers regarding improvements to the Xero accounting application and its associated service delivery platform

What you’ll bring with you

• Previous experience in a service environment and working to service levels and quality targets
• Demonstrated experience in efficient problem solving and resolution
• Experienced IT skills - confident with Microsoft Office, Google suite. (Any experience with other small business accounting systems and/or case management tools is beneficial )
• Clear and concise communication, both written and on the phone 
• Confidence to make outbound proactive phone calls 
• Diligence and commitment to following through and resolving problems
• Initiative and ability to self-manage, along with flexibility
• Ability to build effective relationships
• A proven team player who proactively assists other team members