About Company
Xero is a global small business platform with 3.95 million subscribers which includes a core accounting solution, payroll, workforce management, expenses and projects. Xero also has an open ecosystem of more than 1,000 third-party apps and over 300 direct bank and financial institution connections. Xero is a beautiful, easy-to-use cloud-based accounting software that connects people with the right numbers anytime, anywhere, on any device. For accountants and bookkeepers, Xero helps build a trusted relationship with small business clients through online collaboration. We’re a fast-paced, high-growth company with a passionate team of people around the world, making a difference to small businesses everywhere. We believe in being human, working together, and making it count. We champion diversity and inclusion, fostering an environment where everyone feels safe, supported, and empowered to do their best work. Join us in our mission to rewire the small business economy and create a more seamless and successful future for entrepreneurs.
Job Description
Are you passionate about helping others succeed? Do you have a natural knack for problem-solving and a desire to kick-start your career in a dynamic, customer-focused environment? Xero is actively seeking enthusiastic and driven individuals to join our vibrant team as Customer Success Advocates in our Wellington office. This is a unique and exciting opportunity for individuals with little to no prior professional experience to learn the ropes of customer advocacy, gain invaluable tech industry experience, and become a pivotal part of our customer’s journey. At Xero, our Customer Success team is the heartbeat of our user experience, ensuring our small business clients not only adopt our innovative cloud accounting software but truly thrive with it. You’ll be the friendly voice and helpful guide, empowering users to maximise Xero’s potential and achieve their business goals. We’re not just looking for someone to answer questions; we’re looking for someone who can proactively identify opportunities to add value, build strong, lasting relationships, and champion the voice of our customers internally. You’ll receive comprehensive, world-class training and ongoing support to become an expert in Xero’s products and our customer success methodologies. If you’re eager to learn, possess excellent communication skills, and are genuinely committed to helping small businesses flourish, we encourage you to apply and begin a rewarding career with a company that truly values its people and its purpose. We offer a supportive and inclusive environment where your growth is our priority.
Key Responsibilities
- Serve as the primary point of contact for a portfolio of small business clients, building strong, lasting relationships built on trust and excellent service.
- Proactively engage with customers to understand their unique needs, provide expert guidance on Xero features, and ensure optimal product utilisation to drive success.
- Onboard new customers seamlessly, guiding them through initial setup, product tours, and ensuring a smooth and positive adoption experience.
- Provide timely, accurate, and empathetic responses to customer inquiries via phone, email, and chat, resolving issues efficiently and effectively.
- Identify opportunities for customers to expand their use of Xero features and integrate with other ecosystem apps, demonstrating additional value.
- Collaborate closely with internal teams (Product, Sales, Support, Marketing) to advocate for customer needs and contribute to ongoing product improvements and service enhancements.
- Gather valuable customer feedback and insights, translating them into actionable recommendations to help inform product development and service enhancements.
- Participate actively in ongoing training and development programs to stay up-to-date with all Xero product updates, new features, and industry best practices.
- Maintain accurate and detailed records of customer interactions, account details, and success plans in our CRM system.
Required Skills
- Exceptional communication skills, both written and verbal, with the ability to explain complex information clearly and concisely to diverse audiences.
- A strong passion for customer service and a genuine desire to help others succeed and grow.
- High level of empathy, patience, and active listening skills, with the ability to understand and address customer concerns effectively.
- Proactive problem-solving abilities, a resourceful mindset, and the capacity to think critically under pressure.
- Ability to work effectively both independently and as part of a collaborative, high-performing team.
- Strong organisational skills, meticulous attention to detail, and the ability to manage multiple priorities.
- Comfortable with learning new software, technology platforms, and digital tools quickly and efficiently.
- A positive, can-do attitude, resilience in the face of challenges, and a commitment to continuous self-improvement.
Preferred Qualifications
- A tertiary qualification (e.g., Bachelor's degree or Diploma) in Business, Communications, IT, Marketing, or a related field (or equivalent life experience demonstrating capability).
- Previous experience in any customer-facing role (e.g., retail, hospitality, volunteer work, call centre) where problem-solving and communication were key components.
- Familiarity with cloud-based software, SaaS products, or basic accounting concepts.
- An understanding of the small business landscape in New Zealand and the challenges they face.
Perks & Benefits
- Competitive salary and performance-based bonuses, recognising your contribution.
- Comprehensive health and wellness benefits package, prioritising your wellbeing.
- Generous paid time off, including annual leave, sick leave, and personal days, plus flexible working options.
- Ongoing professional development and clear career growth opportunities within a rapidly expanding global company.
- Access to Xero's award-winning employee share scheme, allowing you to own a piece of our success.
- Vibrant, inclusive, and diverse company culture with regular social events, team activities, and community involvement.
- Supportive and collaborative team environment where your ideas are valued and encouraged.
- Modern, ergonomic office facilities in Wellington with free snacks, beverages, and breakout areas.
- Dedicated training programs for new starters and continuous learning opportunities to enhance your skills.
- Employee assistance program for personal and professional support, ensuring you're always cared for.
How to Apply
If you are ready to embark on a rewarding career journey with a leading global tech company, please click the application link below. On our careers page, navigate to ‘Current Vacancies’ and search for ‘Customer Success Advocate’ or similar entry-level customer experience roles in Wellington. Follow the instructions to submit your resume and a compelling cover letter detailing why you are passionate about customer success, what makes you a great fit for Xero, and how your unique skills will contribute to our mission. We look forward to reviewing your application and potentially welcoming you to our innovative team!