Customer Experience Specialist

Xero; City of Melbourne; Hybrid; AUD 65,000 - 80,000; Full time

Job summary

Xero in Melbourne is seeking a Customer Experience Specialist to deliver high-quality support and guidance to small business owners, bookkeepers, and accountants.

You will act as a brand ambassador, delivering best-in-class service with empathy, solving problems, and proactively engaging customers across channels. Hybrid work with initial in-office training and a 7 Sep 2026 start date is anticipated.

Qualifications

• Experience in a service environment with targets and SLAs.
• Clear, concise and authentic communication, in writing and on the phone.
• Confidence to make outbound calls and manage daily tasks.
• Growth mindset with a willingness to learn and build knowledge.
• Proactive teamwork and relationship building with colleagues.

Responsibilities

• Provide high-quality support across multiple channels to customers.
• Proactively reach out to customers to help them achieve best next actions.
• Collaborate with CX team to resolve queries and improve processes.

Skills

Customer service

Outbound calling

Communication

Relationship building

Team player

Tools

Microsoft Office

Google Suite

CRM tools

Job description

Job Description

The role & impact

At Xero, we are here to supercharge small businesses by making them more efficient and connecting them with big business technology. As a Customer Experience Specialist, you will play a vital role in this mission by acting as a brand ambassador and trusted advisor, ensuring our customers—from small business owners to seasoned accountants—unlock the full value of Xero. You will provide high-quality support and guidance through a variety of channels, helping users navigate their queries quickly and efficiently.

Your work is about more than just solving problems; it is about delivering a best-in-class experience through empathy and a passion for resolution. By proactively reaching out to customers and simplifying complex information, you will help build a stronger economy and empower the community behind these businesses.

The team & how they connect

The Customer Experience team works together to provide world-class support, aiming to become trusted and efficient business advisors to Xero customers. The team supports small business owners, bookkeepers, and accountants. They collaborate effectively across all teams at Xero, working to quickly and efficiently resolve customer queries through a variety of channels.

The team is currently working on

• Engaging in proactive call campaigns to help customers achieve the best next action for their business.
• Utilising modern tools and technology, including Generative AI, to enhance the delivery of customer support.
• Managing and resolving customer cases using platforms like Salesforce to ensure accurate data capture.
• Adapting to the evolving CX strategy and product landscape to support users in a high-change environment.

Where and how you can work

This team operates a hybrid working arrangement, requiring three days per week in the office, with Wednesday as a mandatory day. You will be able to work from home for the remaining two days. Please note, the initial training period for this role will require you to be fully in the office five days a week.

We are looking to add Customer Experience Specialists to join our team who will work one of the following schedules:

• Sunday through Thursday, 11:30am - 8:00pm
• Tuesday through Saturday, 11:30am - 8:00pm
• Monday through Friday, 11:30am - 8:00pm

Please note that the anticipated start date will be 7 SEP 2026.

Here are some of the things we are looking for

• You bring experience from a service environment where you have successfully worked towards service levels and quality targets.
• Your communication style is clear, concise, and authentic, whether you are writing an email or speaking on the phone.
• You possess the confidence to make proactive outbound calls and the initiative to self-manage your daily tasks.
• A growth mindset and a readiness to consistently learn and build knowledge are essential to your success.
• You are a committed team player who proactively assists others and builds relationships through trust.
• Proficiency with IT tools like Microsoft Office or Google Suite is required, and experience with accounting systems or case management tools is a bonus.