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: 4 hours agoStatus: Live

Job Summary

CX Specialist role at Xero driving high-quality support for customers across channels, resolving accounting and bookkeeping queries, recording details in Salesforce, and collaborating with a global CX team to deliver best-in-class customer experiences on a hybrid schedule.

Location: Manchester

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Handle customer inquiries across channels and manage them through to resolution.
•Accurately record case details in the case management system (e.g., Salesforce) and escalate unresolved issues appropriately.
•Collaborate with the CX team to deliver proactive and reactive support to a global user base (small business owners, bookkeepers, accountants).
•Stay up-to-date with Xero product changes, training, and accurately recording case details.
•Contribute to achieving quality and productivity targets to ensure best-in-class customer experiences.

Key Requirements

•Prior experience in a service environment with proven ability to meet service levels and quality targets.
•Proven problem-solving and resolution skills with a track record of following through to resolve customer problems.
•Clear and concise written and verbal communication skills.
•Comfort and confidence in making proactive and reactive outbound calls.
•Initiative, self-management, flexibility, and a collaborative, team-oriented mindset.

Experience:SaaSCustomer service

Skills:CommunicationProblem-solvingTeamworkEmpathyCustomer service

Languages:English

Tech Stack:SalesforceCRM

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: 4 hours agoStatus: Live

Job Summary

Location: Manchester

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Handle customer inquiries across channels and manage them through to resolution.
•Accurately record case details in the case management system (e.g., Salesforce) and escalate unresolved issues appropriately.
•Collaborate with the CX team to deliver proactive and reactive support to a global user base (small business owners, bookkeepers, accountants).
•Stay up-to-date with Xero product changes, training, and accurately recording case details.
•Contribute to achieving quality and productivity targets to ensure best-in-class customer experiences.

Key Requirements

•Prior experience in a service environment with proven ability to meet service levels and quality targets.
•Proven problem-solving and resolution skills with a track record of following through to resolve customer problems.
•Clear and concise written and verbal communication skills.
•Comfort and confidence in making proactive and reactive outbound calls.
•Initiative, self-management, flexibility, and a collaborative, team-oriented mindset.

Experience:SaaSCustomer service

Skills:CommunicationProblem-solvingTeamworkEmpathyCustomer service

Languages:English

Tech Stack:SalesforceCRM

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