About the job
Customer Experience Specialists at Xero serve as the face of the brand, supporting users with a variety of accounting and bookkeeping questions. This position involves assisting both new and experienced customers, always aiming to provide quick and thoughtful service. Each interaction, whether by phone, email, or chat, relies on empathy and attentive listening, shaping the overall customer experience.
Specialists handle customer cases from the first contact through to resolution, ensuring all details are carefully documented in the case management system (such as Salesforce). When an issue needs additional attention, cases are escalated, and customers are kept updated throughout the process. Success in this role is measured by meeting quality and productivity targets while maintaining a consistently high standard of support.
Team collaboration
The Customer Experience team works together to help Xero users worldwide, including small business owners, bookkeepers, and accountants. The team provides both proactive and reactive support, aiming to demonstrate the value Xero offers to its customers. Support is delivered across multiple channels and time zones.
Key responsibilities
- Delivering support by phone, email, and chat
- Proactively engaging with customers to help them get the most from Xero
- Making outbound calls to resolve questions and provide assistance
- Staying current with Xero product updates and training, and accurately documenting case details
Work schedule
Openings are available for the following shifts:
- Monday to Friday, 11:30 AM – 8:00 PM
- Tuesday to Saturday, 11:30 AM – 8:00 PM
- Sunday to Thursday, 11:30 AM – 8:00 PM
The anticipated start date is June 22, 2026.
Location
Manchester, UK (Landmark, St Peter's Square, 1 Oxford St)
