Customer Experience Specialist @Xero

Overview

The role involves being a Customer Experience Specialist at Xero, providing high-quality support and guidance to customers of all levels. The emphasis is on creating customer satisfaction through empathy and effective communication.

Key Responsibilities

• Provide timely support for accounting and bookkeeping queries across multiple channels.
• Manage customer inquiries from initiation to resolution while recording case details in the management system.
• Ensure customer issues are escalated appropriately when unresolved.
• Work collaboratively with the CX team to support a diverse range of users globally.
• Engage proactively with customers to maximize their experience with Xero.
• Stay updated on product changes and participate in outbound calls for managing inquiries.

Requirements

• Prior experience in a service environment with a focus on meeting service levels.
• Strong problem-solving and resolution skills.
• Clear and concise communication skills, both written and verbal.
• Comfort in making both proactive and reactive outbound calls.
• Self-management skills and adaptability in a changing environment.
• A collaborative team player willing to assist colleagues.

Benefits

Details on specific benefits were not provided in the source.

Location

Hybrid working arrangement; three days in the office located in Milton Keynes, UK, and two days working from home. Initial training requires full-time office presence for five days a week.

How to Apply

To apply, please follow the application process as specified on the company's career page.

Deadline

Anticipated start date for the role is October 26, 2026.