Dispute Resolution Specialist
Xero, New Zealand

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.
At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.
What we are looking for:
The Dispute Resolution Specialist role is responsible for providing timely and seamless support to customers who are seeking assistance with subscription access and transfer matters, typically involving a dispute between themselves and the account holder (the subscriber). You will provide expert guidance to customers and Xero staff about access and subscription transfer matters, and follow applicable processes.
What you’ll do:
• Ensure cases are responded to promptly and treated with priority• Identify the applicable dispute or subscription transfer process and take responsibility to effectively and efficiently resolve cases• Ensure that Xero policies and procedures are followed at all times to maintain required levels of customer service, system and data integrity• Work with the wider Customer Experience team to coordinate resolutions (where possible) to subscription access and transfer matters, including organising access to data, transferring bank feeds, support for exporting data, and setting up a new subscription• Proactively identify process and business improvements regarding dispute and other subscription transfer or access matters handled by the Dispute Resolution team• Provide regular updates to the Dispute Resolution Manager about complex and sensitive subscription access and transfer cases
What you’ll bring:
• A good level of experience in a customer support role which involved clear and concise written and verbal communication• Ability to handle challenging questions and difficult customers• A proven team player who proactively assists other team members• A problem solver who is committed to resolving tricky customer queries• High degree of independence, maturity and initiative• Excellent attention to detail• Confident with cloud based technologies
Why Xero?
Working at Xero will provide you with a diverse and inclusive environment alongside people who will respect, challenge, support and mentor you to have fun while you do the best work of your life. We are a place where personal development, innovation, and change are not only inspired but also celebrated. We value our people and want them to enjoy and take pride in their work.
Xero is an NZ Immigration Accredited Employer and Rainbow Tick certified too.
Please include a cover letter in your application, telling us why you’re a great fit for this position.