Customer Experience Specialist

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

Deliver timely, high-quality support to Xero customers as a brand ambassador, helping with accounting and bookkeeping questions from beginners to experts. Manage customer inquiries through resolution, record case details in Salesforce, and escalate issues as needed while keeping customers informed. Provide proactive support across phone, email, and chat, stay current on product updates, and contribute to quality and productivity targets for best-in-class customer experiences.

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FursaFursa
Xero
Xero
16 hours ago

Customer Experience Specialist

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

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

Job Summary

Deliver timely, high-quality support to Xero customers as a brand ambassador, helping with accounting and bookkeeping questions from beginners to experts. Manage customer inquiries through resolution, record case details in Salesforce, and escalate issues as needed while keeping customers informed. Provide proactive support across phone, email, and chat, stay current on product updates, and contribute to quality and productivity targets for best-in-class customer experiences.
Location: Milton Keynes
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide support and guidance to Xero customers across contact channels, including accounting and bookkeeping queries.
  • •Manage customer inquiries through to resolution by accurately recording case details in Salesforce.
  • •Escalate unresolved issues appropriately while keeping customers informed.
  • •Proactively engage with customers to maximize the benefits of Xero and make proactive/reactive outbound calls.
  • •Stay up to date with Xero product changes and training to deliver accurate, best-in-class support.

Key Requirements

  • •Prior experience in a service environment with demonstrated ability to meet service levels and quality targets.
  • •Proven problem-solving and customer issue resolution with strong follow-through.
  • •Clear written and verbal communication skills.
  • •Comfort and confidence making proactive and reactive outbound calls.
  • •Initiative, self-management, flexibility, and ability to adapt quickly to change.
Skills:EmpathyActive listeningProblem-solvingCommunicationResilienceAdaptabilityTeamworkSelf-managementInitiativeFlexibility
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