Customer Experience Specialist

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

Provide timely, high-quality customer support for Xero users across all channels, from beginners to experts. Handle accounting and bookkeeping queries, manage inquiries through resolution using the case management system, and escalate issues when needed while keeping customers informed. Work in a CX team supporting small businesses, bookkeepers, and accountants globally, achieving quality and productivity targets through empathy, active listening, and clear communication.

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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

Provide timely, high-quality customer support for Xero users across all channels, from beginners to experts. Handle accounting and bookkeeping queries, manage inquiries through resolution using the case management system, and escalate issues when needed while keeping customers informed. Work in a CX team supporting small businesses, bookkeepers, and accountants globally, achieving quality and productivity targets through empathy, active listening, and clear communication.
Location: Milton Keynes
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Provide high-quality support to customers across all channels (phone, email, and chat).
  • •Manage customer inquiries through to resolution, accurately recording case details in the case management system (e.g., Salesforce).
  • •Escalate unresolved issues appropriately while keeping customers informed.
  • •Stay up to date with Xero product changes, training, and apply that knowledge to customer support.
  • •Proactively engage with customers and make proactive/reactive outbound calls to help maximize Xero benefits and resolve inquiries.

Key Requirements

  • •Prior experience in a service environment, meeting service levels and quality targets.
  • •Proven problem-solving and resolution skills to follow through and resolve customer problems.
  • •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.
Experience:Service environment
Skills:EmpathyActive listeningProblem-solvingSelf-managementTeamwork
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