Hybrid CX Specialist: Empower Small Businesses

Xero; Auckland; Hybrid; NZD 55,000 - 75,000; Full time

Job summary

Xero is hiring a Customer Experience Specialist in New Zealand. The role involves delivering high-quality support and acting as a brand ambassador to help small businesses and accountants unlock Xero’s value.

The team uses Generative AI and Salesforce to resolve cases efficiently. The role supports a hybrid schedule, with full-time hours and a Feb 2027 start date, in a fast-changing environment.

Qualifications

• Experience in a service environment with targets and SLAs.
• Clear, concise, authentic communication via email or phone.
• Ability to make proactive outbound calls and self-manage daily tasks.
• Growth mindset and willingness to learn and build knowledge.
• Team player who supports others and builds trust.

Responsibilities

• Provide high-quality support and guidance across channels.
• Act as brand ambassador and trusted advisor for Xero customers.
• Proactively reach out to customers to guide them to best actions.
• Resolve customer queries efficiently while maintaining empathy.

Skills

Strong communication

Proactive outbound calls

Customer service experience

Team player

IT tools proficiency

Salesforce experience

Generative AI tools

Microsoft Office / Google Suite

Tools

Salesforce

Generative AI tools

Microsoft Office

Google Workspace

Job description

Xero is hiring a Customer Experience Specialist in New Zealand. The role involves delivering high-quality support and acting as a brand ambassador to help small businesses and accountants unlock Xero’s value.

The team uses Generative AI and Salesforce to resolve cases efficiently. The role supports a hybrid schedule, with full-time hours and a Feb 2027 start date, in a fast-changing environment.