Customer Experience Specialist

JobSpace; Wellington; Hybrid; NZD 55,000 - 75,000; Full time

Job summary

Xero is seeking a Customer Experience Specialist in Wellington to help small businesses and accountants unlock the full value of the platform. You will deliver high-quality support across channels, act as a trusted advisor, and proactively reach out to customers to simplify complex information.

The role emphasizes empathy, problem-solving, and a growth mindset. It operates on a hybrid schedule (three days in-office, two remote) with an initial full-time in-office training period.

Qualifications

• Experience in a service environment with service level targets.
• Clear, concise, authentic communication, both written and verbal.
• Ability to make proactive outbound calls and manage daily tasks.
• Growth mindset with a willingness to learn and adapt.
• Committed team player who supports colleagues and builds trust.
• Familiarity with IT tools like MS Office or Google Suite; accounting systems are a bonus.

Responsibilities

• Provide high-quality support across channels to Xero customers.
• Engage in proactive call campaigns to guide customers toward the best next actions.
• Resolve customer cases using Salesforce with accurate data capture.
• Adapt to evolving CX strategy and product landscape to support users in a high-change environment.
• Collaborate across teams to deliver world-class customer service.

Skills

Customer service

Communication

Proactive outreach

Team player

Growth mindset

Salesforce usage

Tools

Microsoft Office

Google Workspace

Salesforce

Accounting systems knowledge

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.