Customer Experience Specialist at Xero | Manchester, UK

XeroUK: Manchester (Landmark, St Peter's Square, 1 Oxford St)

On-site Full-time

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Experience Level

Experience

Qualifications

Strong communication skills with the ability to empathize with diverse customer needs. Proven experience in customer service or support, preferably in the technology or financial services sector. Ability to work collaboratively in a team-oriented environment. Familiarity with case management systems (Salesforce experience is a plus). Willingness to adapt to changing priorities and handle multiple tasks.

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)

About Xero

Xero is a leading global online accounting software provider dedicated to making life easier for small businesses and their advisors. Our mission is to connect small businesses with the tools they need to thrive, providing innovative solutions and exceptional support worldwide.

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Nov 19, 2025

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Customer Experience Specialist at Xero | Manchester, UK

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