Customer Experience Specialist

Xero
Manchester
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Empathy","Active listening","Problem-solving","Communication","Teamwork","Self-management","Adaptability","Initiative","Resilience"]

Provide timely, high-quality customer support and guidance as a Xero brand ambassador across phone, email, and chat. Handle accounting and bookkeeping queries, resolve issues end-to-end while accurately logging cases in Salesforce, and escalate when needed while keeping customers informed. Work with CX teammates supporting small businesses, bookkeepers, and accountants, aiming for service level, quality, and productivity targets while demonstrating empathy and proactive customer engagement.

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FursaFursa
Xero
Xero
17 hours ago

Customer Experience Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Provide timely, high-quality customer support and guidance as a Xero brand ambassador across phone, email, and chat. Handle accounting and bookkeeping queries, resolve issues end-to-end while accurately logging cases in Salesforce, and escalate when needed while keeping customers informed. Work with CX teammates supporting small businesses, bookkeepers, and accountants, aiming for service level, quality, and productivity targets while demonstrating empathy and proactive customer engagement.
Location: Manchester
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Provide timely, high-quality support and guidance to customers of all levels, including accounting and bookkeeping queries.
  • •Manage customer inquiries through to resolution by accurately recording case details in the case management system (e.g., Salesforce).
  • •Escalate unresolved issues appropriately while keeping customers informed.
  • •Support customers across all channels (phone, email, chat) and proactively engage to maximize the benefits of Xero.
  • •Stay up to date with Xero product changes and training to deliver best-in-class customer experiences and meet quality/productivity targets.

Key Requirements

  • •Prior experience in a service environment, meeting service levels and quality targets.
  • •Proven problem-solving and resolution skills with a commitment to follow through.
  • •Clear, concise communication in both written and verbal formats.
  • •Comfort and confidence making proactive and reactive outbound calls.
  • •Initiative, self-management, flexibility, and quick adaptation to change.
Skills:EmpathyActive listeningProblem-solvingCommunicationTeamworkSelf-managementAdaptabilityInitiativeResilience
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
WebsiteLinkedIn