Customer Experience Specialist

Title: Customer Experience Specialist

Location: Manchester, UK

Type: Permanent

Workplace: hybrid

Category: Customer Experience

Job Description:

How you'll make an impact

Xero's Customer Experience (CX) team works collaboratively to provide 24/7 proactive and reactive support to a diverse range of Xero users, including small business owners, bookkeepers, and accountants. As a CX Specialist, you'll be a passionate Xero brand ambassador, dedicated to delighting our customers and demonstrating the value Xero brings to their businesses.

In this role, you will provide support and guidance, demonstrating empathy by actively listening and putting yourself in our customers' shoes, to deliver consistently high-quality customer satisfaction across all contact channels. The work is both challenging and rewarding, requiring resilience and adaptability. While you may not always have immediate answers, you'll be someone who embraces challenges and adapts quickly to change. You'll use your resilience and available resources to thoroughly and effectively research to provide best-in-class customer experiences across all our channels.

We are looking to add Customer Experience Specialists to our team who will work one of the following schedules:

- Tuesday through Saturday, 11:30 am - 8:00 pm

- Sunday through Thursday, 11:30 am - 8:00 pm

Please note that the anticipated start date will be in August 2025.

Whilst this is a hybrid role (3 days working in the office), there is a requirement to be on-site 5 days of the week for the duration of onboarding and training.

If you're someone who thrives in a dynamic environment, we encourage you to apply.  

What You'll Do:

• Provide timely, high-quality support to customers of all levels, from beginners to experts, across all channels (such as phone, email and chat), including support for accounting and bookkeeping queries.
• Manage customer inquiries through to resolution, ensuring customers are kept informed.
• Accurately record case details using our case management system (e.g., Salesforce).
• Communicate clearly and effectively to ensure high levels of customer satisfaction.
• Proactively engage with customers to help them maximise the benefits of Xero.
• Escalate unresolved issues appropriately, keeping customers updated throughout the process.
• Achieve quality and productivity targets.
• Stay up-to-date with Xero product changes and training.

What You'll Bring:

• Prior experience in a service environment, demonstrating the ability to meet service levels and quality targets.  
• Proven problem-solving and resolution skills.  
• Proficient IT skills, including experience with Microsoft Office or Google Suite; experience with accounting and case management tools are a plus.  
• Clear and concise communication skills, both written and verbal.  
• Confidence and comfort in making proactive & reactive outbound calls.  
• Diligence and commitment to following through and resolving customer problems.  
• Initiative, self-management skills, and flexibility.  
• A proven team player with a willingness to assist other team members.