Customer Experience Specialist - Payroll
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.
At Xero we’re on the hunt for bright, passionate and motivated people with a love of innovation and sense of fun to join us in our beautiful Wellington office as Customer Experience Specialists.
What is Customer Experience?Made up of global teams of Xero product experts based in NZ, AU, US and the UK our internationally award winning Customer Experience (CX) team work together to delight our customers by providing outstanding software support to users online and by phone.
What you’ll do:We help our customers take ownership of their business by providing human support for our accounting software. As a CX specialist you will be investigating and responding (both online and by phone) to queries raised by customers when they encounter issues with our software or just need a helping hand to get something done. We aim to give each customer prompt, helpful and easy to understand information to help them get back up and running ASAP. No day at Xero will be quite the same and as you build your product knowledge there will be continual opportunities to upskill and specialise in different areas of the Xero product.
Meet the team:Our people are Xero Guru’s with a great understanding of small businesses and brilliant customer service skills. Each CX specialist brings their own personality and experiences to the role and we celebrate diversity and encourage our people to be themselves and add their own flavour to what we call Xero Voice aka the way we engage with our customers. What we do all have in common though is our genuine approach to customer care, problem solving skills and in depth product knowledge (don’t worry we’re keen to teach you the product knowledge part!)
What we’re looking for:• Payroll experience is an advantage but not essential• Excellent oral and written communication• High energy and enthusiasm about life!• Passionate about talking to customers and creating human connections• Diligence and commitment to following through and resolving problems• Initiative and ability to self-manage, along with flexibility• Ability to build effective relationships and collaborate with team mates
We support customers around the globe so this won’t be your typical 9-5 hours. This is a permanent full time role and you must be able to start in mid-April. We'll be reviewing applications once we're back in mid January, so expect to hear from us then!
Why you should become a Xero:Great training and development and career progression opportunities within one of the world's most innovative growth companies. We have an awesome culture that not only offers great work opportunities, brilliant colleagues but also all the awesome extras like pool tournaments and free coffee, fruit amp; soft drinks. Most importantly we value our people and encourage you to challenge yourself to be the best you can be.
It’s time to introduce yourself!Now that we’ve caught your attention, it’s time to catch ours. We want to hear about you and why you think you would be a great fit for the team. Apply with your CV and an eye-catching cover letter.
Our collaborative and inclusive culture is one we’re immensely proud of. We know that a diverse workforce is a strength that enables businesses, including ours, to better understand and serve customers, attract top talent and innovate successfully.At Xero we embrace diversity and inclusion and value a #challenge mindset.
Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single competency or experience. If you are excited about this role, but your past experience doesn't align perfectly, we encourage you to apply anyway. You could be just the right person for this role and Xero. If you have any support or access requirements, we encourage you to advise us at time of application and throughout the interview process.
Xero is an NZ Immigration Accredited Employer and Rainbow Tick certified too.