Xero

2 days ago

Customer Experience Specialist- Part Time

✓ 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

Serve as a primary point of contact for customers, supporting them via telephone, online chat, and email. Assist customers in using the scheduling and workforce platform, troubleshoot issues, and escalate to second-line technical support when needed. Collaborate closely with product and engineering teams to relay customer feedback, manage cases efficiently, and proactively drive the best solutions to improve customer satisfaction and operational excellence.

Location: Copenhagen

Workplace: Hybrid

Employment Type: Part time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Support customers through telephone, online chat, and email with timely, effective responses.
•Help customers use the platform, providing best practices for scheduling and administration.
•Analyse and troubleshoot customer issues before escalating to second-line technical support.
•Collaborate with product and engineering teams to relay customer feedback and support continuous improvement.
•Manage customer cases efficiently and forward to the full-time team when necessary to ensure timely resolution.

Key Requirements

•Demonstrate strong problem-solving by evaluating facts and data to recommend solutions based on customer objectives.
•Use product/platform knowledge to drive meaningful outcomes for customers.
•Manage expectations by prioritising tasks and addressing urgent issues promptly.
•Comfortably use CRM and engagement tools to track customer interactions and manage accounts.
•Provide customer-centric support and maintain professionalism, confidentiality, and appropriate decision-making.

Skills:Problem-solvingCustomer focusExpectation managementJudgementEffective communication

Tech Stack:CRM

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

2 days ago

Customer Experience Specialist- Part Time

✓ 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: Copenhagen

Workplace: Hybrid

Employment Type: Part time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Support customers through telephone, online chat, and email with timely, effective responses.
•Help customers use the platform, providing best practices for scheduling and administration.
•Analyse and troubleshoot customer issues before escalating to second-line technical support.
•Collaborate with product and engineering teams to relay customer feedback and support continuous improvement.
•Manage customer cases efficiently and forward to the full-time team when necessary to ensure timely resolution.

Key Requirements

•Demonstrate strong problem-solving by evaluating facts and data to recommend solutions based on customer objectives.
•Use product/platform knowledge to drive meaningful outcomes for customers.
•Manage expectations by prioritising tasks and addressing urgent issues promptly.
•Comfortably use CRM and engagement tools to track customer interactions and manage accounts.
•Provide customer-centric support and maintain professionalism, confidentiality, and appropriate decision-making.

Skills:Problem-solvingCustomer focusExpectation managementJudgementEffective communication

Tech Stack:CRM

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