About the job
Xero seeks a Customer Experience Specialist - Accounting for its Manchester office at Landmark, St Peter's Square. This position focuses on supporting small business owners, accountants, and bookkeepers as they navigate Xero’s accounting platform. Specialists serve as brand ambassadors, helping customers understand product features and resolving their questions across several communication channels.
Building trust sits at the heart of this role. Specialists deliver clear, actionable solutions to a wide range of queries, making accounting tools more accessible for users at all experience levels. The work directly supports the small business community by ensuring everyone can get value from Xero, regardless of the complexity of their needs.
Team culture
The Customer Experience team values collaboration and ongoing learning. Team members share knowledge and support each other, aiming for strong outcomes in customer activation and retention. Adapting to new strategies and technologies is part of the team’s everyday work.
Main responsibilities
- Assist customers with both reactive support and proactive outreach, helping them use Xero’s products more effectively.
- Use new technologies, including Generative AI, to improve the customer experience.
- Document interactions and manage cases with tools such as Salesforce to ensure smooth service delivery.
- Apply accounting knowledge to address questions from users with different backgrounds and experience levels.
Work schedule options
This role requires committing to one of the following schedules:
- Monday to Friday, 11:30 AM - 8 PM
- Tuesday to Saturday, 11:30 AM - 8 PM
- Sunday to Thursday, 11:30 AM - 8 PM
Anticipated start date: June 22, 2026.
