Customer Experience Specialist

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

Deliver timely, high-quality support to Xero customers across all channels, from beginners to experts, including accounting and bookkeeping guidance. Own customer inquiries through resolution by accurately recording cases in Salesforce, escalating when needed, and keeping customers informed. Work within a 24/7 CX team, staying current on product changes and training to maximize customer value while meeting quality and productivity targets.

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FursaFursa
Xero
Xero
1 day ago

Customer Experience Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Deliver timely, high-quality support to Xero customers across all channels, from beginners to experts, including accounting and bookkeeping guidance. Own customer inquiries through resolution by accurately recording cases in Salesforce, escalating when needed, and keeping customers informed. Work within a 24/7 CX team, staying current on product changes and training to maximize customer value while meeting quality and productivity targets.
Location: Manchester
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Provide customer support and guidance across all contact channels to ensure high customer satisfaction.
  • •Manage customer inquiries through to resolution, recording accurate case details in Salesforce and escalating unresolved issues appropriately.
  • •Demonstrate empathy and actively listen to customers, keeping them informed throughout issue resolution.
  • •Stay up to date with Xero product changes and training to deliver effective support.
  • •Proactively engage customers to help them maximise the benefits of Xero, including outbound calls as needed.

Key Requirements

  • •Prior experience in a service environment with demonstrated ability to meet service levels and quality targets.
  • •Proven problem-solving and resolution skills with a commitment to follow through on customer issues.
  • •Clear, concise communication skills in both written and verbal forms.
  • •Comfort and confidence making proactive and reactive outbound calls.
  • •Initiative, self-management, flexibility, and the ability to adapt quickly to change.
Skills:EmpathyActive listeningProblem-solvingCommunicationSelf-managementAdaptabilityTeamwork
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