Customer Experience Specialist @Xero

Overview

The role involves being a Customer Experience Specialist at Xero, providing high-quality support and guidance to a diverse range of customers, from beginners to experts. The position requires resilience and adaptability, focusing on delivering excellent customer satisfaction across multiple contact channels.

Key Responsibilities

• Manage customer inquiries through to resolution and accurately record case details in the case management system.
• Provide support for accounting and bookkeeping queries.
• Proactively engage with customers to maximize the benefits of Xero.
• Make outbound calls to manage and resolve customer inquiries.
• Stay up-to-date with Xero product changes and training.

Requirements

• Prior experience in a service environment, demonstrating the ability to meet service levels and quality targets.
• Proven problem-solving and resolution skills.
• Clear and concise communication, both written and verbally.
• Comfort in making proactive and reactive outbound calls.
• Initiative, self-management skills, and flexibility in adapting to change.
• Proven team player willing to assist and collaborate with team members.

Benefits

Evening pay supplement for shifts ending at 8:00 PM.

Location

Hybrid working arrangement, requiring three days per week in the office located in Manchester, UK.

How to Apply

Please submit your application through the Xero careers page.

Deadline

Anticipated start date is October 26, 2026.