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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing high-quality customer support through various channels, including phone, email, and live chat, while effectively utilizing Salesforce and Zendesk. Capable of building trust-based relationships with customers and internal teams, ensuring a seamless customer experience.
Highest-signal resume keywords
Customer SupportSalesforceZendeskClear Communication SkillsEmpathetic Problem Solving
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
Confident CommunicationAbility to Simplify Complex InformationGrowth MindsetSelf-ManagementRelationship Building
Industry Keywords
Customer ExperienceService-Led EnvironmentTrust-Based RelationshipsDigital InteractionsAccounting Systems
About the role
Key responsibilities & impact- Provide high-quality customer support by phone, email, and live chat
- Maintain accurate records in Salesforce and Zendesk
- Master Xero’s CX strategy and the products supported by the Melio team
- Act as a trusted advisor and brand ambassador for small business owners, accountants, and bookkeepers
- Help customers unlock the value of Xero’s features
- Resolve customer queries efficiently and empathetically
- Collaborate with internal Xero teams to escalate complex issues
- Ensure a seamless, high-quality experience for every user
- Build lasting trust with customers and partners
- Contribute to collective success within the Customer Experience team
Requirements
What you’ll need- Clear, confident communication skills
- Ability to simplify complex information for others
- Experience in a service-led environment
- History of meeting quality and productivity targets
- Growth mindset and readiness to learn new technologies and accounting systems
- Ability to deliver empathetic, calm support while managing multiple digital interactions
- Proven ability to self-manage and take personal accountability for resolving problems thoroughly
- Ability to build effective, trust-based relationships with teammates and customers
- Ability to work Tuesday through Saturday, 6:00am–3:00pm
- Willingness to work some public holidays, including Christmas Day
- Ability to work on-site for the first 3–4 months and then three days in the office and two days from home on an ongoing basis
- Working rights for New Zealand
- Anticipated availability to start on 26 October 2026
Benefits
Comp & perks- On-site work for the first 3–4 months for onboarding and training
- Ongoing hybrid working model with 3 days a week in one of Xero’s offices and 2 days working from home
- Fair and supportive recruitment experience
- Recruitment process adjustments/accommodations available
- Background checks may include credit and criminal history checks