SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Xero is seeking a Customer Experience Specialist to join their CX team in Milton Keynes. In this role, you will serve as a Xero brand ambassador, providing high-quality support and guidance to customers across all experience levels—from beginners to expert users—on accounting and bookkeeping queries.
You will manage customer inquiries through to resolution across multiple channels including phone, email, and chat. Responsibilities include accurately recording case details in Salesforce, escalating unresolved issues appropriately, and keeping customers informed throughout the process. You will also make proactive and reactive outbound calls to manage and resolve customer inquiries, helping customers maximize the value they get from Xero's platform.
The CX team operates 24/7 globally, supporting a diverse range of users including small business owners, bookkeepers, and accountants. Success is measured by achieving quality and productivity targets while delivering consistently high customer satisfaction. You will need to demonstrate resilience and adaptability, staying up-to-date with Xero product changes and training.
This is a hybrid role requiring three days per week in the office and two days working from home (note: the initial training period requires full-time in-office attendance). You will work one of two schedules: Tuesday–Saturday, 11:30 AM–8 PM, or Monday–Friday, 11:30 AM–8 PM. An evening pay supplement applies to shifts ending at 8 PM. The anticipated start date is 26 October 2026.
You should bring prior experience in a service environment with a demonstrated ability to meet service levels and quality targets. Strong problem-solving skills, clear written and verbal communication, and comfort making outbound calls are essential. You will demonstrate initiative, self-management, flexibility, and a collaborative team-player mindset.
