Customer Experience Specialist
Core
Act as a brand ambassador and trusted advisor to small business owners, bookkeepers, and accountants, providing high-quality support and guidance via phone, email, and proactive campaigns to help them unlock the full value of Xero.
Role type
Customer Experience Specialist (Support & Advisory)
Builds
Customer support cases, proactive engagement campaigns, and user guidance for Xero's accounting platform.
Domain
SaaS / Accounting / Small Business Services
Deliverable
client delivery
Required skills
proactive outbound calling, case management, clear written and verbal communication, service level management, IT tool proficiency (Microsoft Office/Google Suite), adaptability to product changes
Preferred skills
experience with accounting systems, experience with case management tools, Generative AI tool usage
Responsibilities
Engage in proactive call campaigns to drive customer next actions, resolve customer cases using Salesforce, utilize Generative AI to enhance support delivery, adapt to evolving CX strategy and product landscape
Seniority
Individual Contributor, mid-level