Customer Experience Specialist

Xero; Napier; Hybrid; NZD 60,000 - 86,000; Full time

Job summary

Xero in Napier is seeking a Customer Experience Specialist to act as a brand ambassador and trusted advisor, delivering high-quality support across channels and helping customers unlock the full value of Xero.

You will work in a hybrid pattern, three days in the office and two from home, with training in the office. The role emphasizes proactive outreach, clear communication, teamwork, and a growth mindset to continually improve our service levels and customer outcomes.

Qualifications

• Experience in service environments with targets for service levels and quality.
• Clear, concise, authentic communication in email and on calls.
• Confident in outbound calls and self-managing daily tasks.
• Growth mindset and willingness to learn and share knowledge.
• Team player who builds relationships through trust.
• Proficiency with Microsoft Office or Google Suite; accounting systems bonus.

Responsibilities

• Provide high-quality support across channels and help customers navigate queries.
• Proactively reach out to customers and guide them to the best next actions.
• Utilise tools like Salesforce to resolve cases and capture data accurately.

Skills

Customer service

Communication skills

Outbound calling

Team collaboration

Microsoft Office / Google Workspace

Tools

Salesforce

Accounting systems

Case management tools

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. 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
• Tuesday through Saturday
• Monday through Friday

All shifts will be 11:30am - 8:00pm.

Please note that the anticipated start date will be 12 OCT 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.

At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.