Customer Experience Specialist (PAYROLL) Feb/March 2025

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.

Our Customer Experience (“CX”) team sits at the heart of Xero’s purpose. Our global team is made up of knowledgeable humans who work together with Xero’s product suite, to provide award-winning support to Xero users. The Xero CX Specialists are a collaborative team, known for being empathetic and curious problem solvers, who add value and make a positive impact to our Customers day.

When you join the Customer Experience team at Xero, you’ll form part of a fun, friendly, high performing team. We will provide you the tools and training and support you will need to succeed in your role, all you need to do is be ready and willing to learn. We work hard to create and cultivate a safe environment, for you to build meaningful relationships and bring your full self to work. We’re a Stonewall Diversity Champion, Disability Confident employer, Pride in Diversity employer, Rainbow Tick certified and a member of GenderTick, and part of the Australian Network on Disability. So from the moment you step through our doors, you’ll feel welcome and supported.

You will take ownership for investigating and responding to the cases that our customers raise with us when they need a bit of help. Our customers are a varied bunch from qualified accountants to small business owners and they send us a variety of quirks and problems they need guidance with. As a CX specialist, you'll aim to give each customer prompt, helpful and easy to understand information so they can resolve their issue and get back on track with their accounting. Most of our communications are via email but when the situation calls for a #human voice, you’ll jump on a call to answer over the phone. When you aren’t working on these cases you use your deep product knowledge to surprise and delight our customers with a call around the different features they are using. You won’t have to do all of this alone though! Our team works in shift patterns and work from the office at least 3 days per week, so you’ll be able to build meaningful connections with your colleagues and work together to support our customers. MUST have experience with Payroll processes/ processing of payroll.