{"id":3496696,"url":"https://alion.io/job/xero-customer-experience-specialist-6","title":"Customer Experience Specialist","company":{"id":5206,"name":"Xero","domain":"xero.com","url":"https://alion.io/company/xero","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":86,"open_postings":14,"ghost_share":0,"stale_share":0.5,"repost_share":0.071,"time_to_fill_p50_days":33,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Napier, New Zealand"],"countries":["NZ"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Salesforce","optional":false},{"name":"Xero","optional":false}],"status":"live","first_seen_at":"2026-10-29T21:59:16Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-03T16:35:53Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"The role & impact\nAt 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.\nYour 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.\nThe team & how they connect\nThe 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.\nThe team is currently working on\nEngaging in proactive call campaigns to help customers achieve the best next action for their business.\n\nUtilising modern tools and technology, including Generative AI, to enhance the delivery of customer support.\n\nManaging and resolving customer cases using platforms like Salesforce to ensure accurate data capture.\n\nAdapting to the evolving CX strategy and product landscape to support users in a high-change environment.\n\nWhere and how you can work\nThis 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.\nWe’re looking to add Customer Experience Specialists to join our team. This is a full-time role in New Zealand (40 hours per week), and you’ll work one of the following schedules:\nSunday through Thursday\n\nTuesday through Saturday\n\nEach shift is 8 hours, and shifts fall between 7am and 8pm. The anticipated start date is Feb 2027.\nHere are some of the things we are looking for\nYou bring experience from a service environment where you have successfully worked towards service levels and quality targets.\n\nYour communication style is clear, concise, and authentic, whether you are writing an email or speaking on the phone.\n\nYou possess the confidence to make proactive outbound calls and the initiative to self-manage your daily tasks.\n\nA growth mindset and a readiness to consistently learn and build knowledge are essential to your success.\n\nYou are a committed team player who proactively assists others and builds relationships through trust.\n\nProficiency with IT tools like Microsoft Office or Google Suite is required, and experience with accounting systems or case management tools is a bonus.\n\nApply even if your experience isn't a perfect match! 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