Customer Experience Specialist

JobSpace; Napier; Hybrid; NZD 55,000 - 70,000; Full time

Job summary

Xero is expanding its Customer Experience team in Napier, Hawke's Bay, New Zealand. As a Customer Experience Specialist you will act as a brand ambassador and trusted advisor, delivering high-quality support across channels and helping customers unlock the full value of Xero.

The role requires a proactive, empathetic approach and the ability to simplify complex information. The team works in a hybrid setup with three days in the office and two at home, starting mid-October 2026; shifts run

Qualifications

• Experience from a service environment with service levels and quality targets.
• Clear, concise, authentic communication in email or phone.
• Confidence to proactively make outbound calls and manage daily tasks.
• Growth mindset and willingness to learn and build knowledge.
• Team player who helps others and builds trust-based relationships.
• Proficiency with IT tools like Microsoft Office or Google Suite; experience with accounting/case management tools is a bonus.

Responsibilities

• Provide high-quality customer support across channels to help users resolve queries quickly.
• Act as brand ambassador and trusted advisor to small business owners, bookkeepers, and accountants.
• Proactively reach out to customers and simplify complex information to improve outcomes.

Skills

Customer service

Outbound calls

Clear communication

Growth mindset

Team player

IT proficiency

Tools

Microsoft Office

Google Suite

Accounting systems

Case management tools

Job description

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

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 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:

• Experience from a service environment where you have successfully worked towards service levels and quality targets.
• Clear, concise, and authentic communication style, whether you are writing an email or speaking on the phone.
• 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.
• A committed team player who proactively assists others and builds relationships through trust.
• Proficiency with IT tools like Microsoft Office or Google Suite, and experience with accounting systems or case management tools is a bonus.