Customer Experience Specialist
UK Visa Sponsorship Analytics
Analytics are greyed out due to low classification confidence (43.0%).
Occupation Type
Customer service occupations not elsewhere classified.
Occupation Code Skill LevelIneligible
Sponsorship EligibilityIneligible for Sponsorship
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Description
The role & impact
As a CX Specialist, you will be a passionate Xero brand ambassador , responsible for providing timely, high-quality support and guidance to customers of all levels, from beginners to experts. This includes providing support for accounting and bookkeeping queries. You will make an impact by demonstrating empathy, actively listening, and delivering consistently high customer satisfaction across all contact channels.
The work requires resilience and adaptability. You will manage customer inquiries through to resolution, accurately recording case details in the case management system (e.g., Salesforce), and escalating unresolved issues appropriately while keeping customers informed. Success is measured by achieving quality and productivity targets and ensuring best-in-class customer experiences.
The Team & How They Connect
The Customer Experience (CX) team works collaboratively to provide proactive and reactive support to a diverse range of Xero users globally, including small business owners, bookkeepers, and accountants. They are dedicated to delighting customers and demonstrating the value Xero brings to their businesses , working 24/7 across various channels.
The team is currently working on
We are looking to add Customer Experience Specialists to our team who will work one of the following schedules:
As a CX Specialist, you will be a passionate Xero brand ambassador , responsible for providing timely, high-quality support and guidance to customers of all levels, from beginners to experts. This includes providing support for accounting and bookkeeping queries. You will make an impact by demonstrating empathy, actively listening, and delivering consistently high customer satisfaction across all contact channels.
The work requires resilience and adaptability. You will manage customer inquiries through to resolution, accurately recording case details in the case management system (e.g., Salesforce), and escalating unresolved issues appropriately while keeping customers informed. Success is measured by achieving quality and productivity targets and ensuring best-in-class customer experiences.
The Team & How They Connect
The Customer Experience (CX) team works collaboratively to provide proactive and reactive support to a diverse range of Xero users globally, including small business owners, bookkeepers, and accountants. They are dedicated to delighting customers and demonstrating the value Xero brings to their businesses , working 24/7 across various channels.
The team is currently working on
- Providing high-quality support across all channels, such as phone, email, and chat.
- 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.
We are looking to add Customer Experience Specialists to our team who will work one of the following schedules:
- Tuesday through Saturday, 11:30AM - 8PM
- Sunday through Thursday, 11:30AM - 8PM
Please note that the anticipated start date will be in 11 May 2026.
Here are some of the things we are looking for, for this role
Here are some of the things we are looking for, for this role
- 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.