Xero

1 month ago

Customer Experience Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

As a CX Specialist, you will be a brand ambassador providing timely, high-quality support to customers at all levels, handling accounting/bookkeeping queries, and driving high customer satisfaction across channels. You’ll use Salesforce for case management, escalate unresolved issues, and work with a global CX team focused on proactive and reactive support 24/7.

Location: Milton Keynes

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Provide timely, high-quality support across phone, email, and chat channels, acting as a Xero brand ambassador.
•Manage customer inquiries through to resolution and accurately record case details in the case management system (Salesforce).
•Escalate unresolved issues when needed and keep customers informed of progress.
•Proactively engage with customers to help them maximise the benefits of Xero.
•Make proactive and reactive outbound calls to manage and resolve customer inquiries.

Key Requirements

•Prior experience in a service environment with ability to meet service levels and quality targets.
•Proven problem-solving and resolution skills with follow-through to resolve customer problems.
•Clear and concise written and verbal communication.
•Comfort and confidence in making proactive and reactive outbound calls.
•Initiative, self-management, flexibility, and ability to adapt to change.

Experience:SaaSAccounting

Skills:CommunicationProblem-solvingEmpathyActive listeningTeamworkSelf-managementFlexibility

Languages:English

Tech Stack:Salesforce

Company Brief

Xero

Provides cloud-based accounting, payroll, and financial management software for small and medium-sized businesses, enabling invoicing, bank reconciliation, reporting, and integrations with third-party apps globally.

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Wellington, New Zealand

Founded: 2006

Website LinkedIn

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Xero

1 month ago

Customer Experience Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: Milton Keynes

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Provide timely, high-quality support across phone, email, and chat channels, acting as a Xero brand ambassador.
•Manage customer inquiries through to resolution and accurately record case details in the case management system (Salesforce).
•Escalate unresolved issues when needed and keep customers informed of progress.
•Proactively engage with customers to help them maximise the benefits of Xero.
•Make proactive and reactive outbound calls to manage and resolve customer inquiries.

Key Requirements

•Prior experience in a service environment with ability to meet service levels and quality targets.
•Proven problem-solving and resolution skills with follow-through to resolve customer problems.
•Clear and concise written and verbal communication.
•Comfort and confidence in making proactive and reactive outbound calls.
•Initiative, self-management, flexibility, and ability to adapt to change.

Experience:SaaSAccounting

Skills:CommunicationProblem-solvingEmpathyActive listeningTeamworkSelf-managementFlexibility

Languages:English

Tech Stack:Salesforce

Company Brief

Xero

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Wellington, New Zealand

Founded: 2006

Website LinkedIn