Customer Experience Specialist

Customer Experience Specialist for Xero’s Marketing team, delivering high-quality support across phone, email, and chat; responsibilities include resolving customer inquiries through to resolution, recording case details in Salesforce, escalating issues as needed, and meeting quality and productivity targets while providing proactive and reactive outreach to help customers maximise the product benefits. The role emphasizes empathy, active listening, clear written and verbal communication, initiative, teamwork, and adaptability, with global support for small business owners, bookkeepers, and accountants and a 24/7, multi-channel service mindset.