Customer Experience Specialist

Job Title: Customer Experience Specialist Company: Xero Job Category: Salesforce Roles & Responsibilities: 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. * 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. 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. Each shift is 8 hours, and shifts fall between 7am and 8pm. The anticipated start date is Feb 2027. Work Location: Auckland, Auckland, New Zealand Availability: Full time

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. * 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. Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team. Key Skills: Salesforce Salary: NZD 56000 - 58000 per yearly