Customer Experience Specialist

Xero

Customer Experience Specialist providing timely support and guidance to Xero customers of all levels. Responsible for managing inquiries and ensuring high customer satisfaction.

Posted 4/22/2026full-timeManchester • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Provide timely, high-quality support and guidance to customers of all levels, from beginners to experts.
Manage customer inquiries through to resolution, accurately recording case details in the case management system.
Escalate unresolved issues appropriately while keeping customers informed.
Achieving quality and productivity targets and ensuring best-in-class customer experiences.

Requirements

What you’ll need

You bring prior experience in a service environment, having demonstrated the ability to meet service levels and quality targets.
You possess proven problem-solving and resolution skills, showing commitment to following through and resolving customer problems.
You can communicate clearly and concisely, both written and verbally.
You will have comfort and confidence in making proactive and reactive outbound calls.
You demonstrate initiative, self-management skills, and flexibility, embracing challenges and adapting quickly to change.
You are a proven team player with a willingness to assist and collaborate with other team members.

Benefits

Comp & perks

Proactively engaging with customers to help them maximise the benefits of Xero.
Making proactive and reactive outbound calls to manage and resolve customer inquiries.
Staying up-to-date with Xero product changes, training, and accurately recording case details.

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

problem-solvingcommunicationinitiativeself-managementflexibilityteam playercollaborationcustomer supportcustomer experienceservice level adherence