Customer Experience Specialist
Standard baseline compensation
Verified employer route
Sydney
100% direct official career link
“Xero Direct Verified Careers Portal”
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Job Description & Specifications
Official role breakdown, eligibility standards, and core responsibilities
Role Overview
Position: Customer Experience Specialist
Employer: Xero
Work Arrangement: HYBRID
Visa Framework: Australian Subclass 482 (TSS) / Skills in Demand & 186 ENS Eligible
Company & Culture
Xero is an ANZ cloud-based accounting software platform for small businesses and their advisors with millions of subscribers globally.
Key Responsibilities & Scope
The role & impactAs a CX Specialist, you will be a passionate Xero brand ambassador , responsible for providing timely, high-quality support and guidance to customers of all levels, from beginners to experts. This includes providing support for accounting and bookkeeping queries. You will make an impact by demonstrating empathy, actively listening, and delivering consistently high customer satisfaction across all contact channels. The work requires resilience and adaptability. You will manage customer inquiries through to resolution, accurately recording case details in the case management system (e.g., Salesforce), and escalating unresolved issues appropriately while keeping customers informed. Success is measured by achieving quality and productivity targets and ensuring best-in-class customer experiences. The team & how they connectThe Customer Experience (CX) team works collaboratively to provide proactive and reactive support to a diverse range of Xero users globally, including small business owners, bookkeepers, and accountants. They are dedicated to delighting customers and demonstrating the value Xero brings to their businesses , working 24/7 across various channels. The team is currently working onProviding high-quality support across all channels, such as phone, email, and chat.Proactively engaging with customers to help them maximise the benefits of Xero.Making proactive and reactive outbound calls to manage and resolve customer inquiries.Staying up-to-date
Candidate Qualifications & Profile
- Proven experience operating within high-impact industry or enterprise environments.
- Relevant degree or recognized professional accreditation in Cloud Accounting & SaaS.
- Strong collaborative problem-solving skills and dedication to technical or operational excellence.
Compensation Guidance (AUD)
Salary Range: AUD $1,05,000 - $1,41,750 / year (commensurate with skills & experience).
- Includes standard Australian statutory superannuation (11.5%+), health & wellness allowances, and professional progression pathways.
Official Application Route
Direct Employer Career Portal: Apply directly at the official Xero careers portal: [Customer Experience Specialist at Xero](https://jobs.ashbyhq.com/xero/74330560-633b-43a8-8beb-27187003f0a4)
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