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Xero is seeking Customer Experience Specialists to join their global CX team based 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 small business owners and bookkeepers to accountants. You will handle customer inquiries through multiple channels including phone, email, and chat, managing cases from initial contact through resolution using Salesforce and other case management systems.
Key responsibilities include delivering empathetic, responsive support that drives customer satisfaction; making proactive and reactive outbound calls to manage and resolve inquiries; accurately recording case details and escalating unresolved issues appropriately; staying current with Xero product updates and training; and meeting both quality and productivity targets. You will work collaboratively with a 24/7 global CX team dedicated to helping customers maximize the value Xero brings to their businesses.
The role operates on a hybrid schedule requiring three days per week in the Milton Keynes office (100 Avebury) and two days remote. Initial training is conducted fully in-office (five days per week). You will work one of two shift patterns: Tuesday–Saturday 11:30 AM–8:00 PM or 7:00 AM–3:30 PM, or Sunday–Thursday with the same time options. An evening pay supplement applies to shifts ending at 8:00 PM. Anticipated start dates are 5 October or 26 October 2026.
Ideal candidates bring prior service environment experience with demonstrated ability to meet service levels and quality targets; proven problem-solving and resolution skills; clear written and verbal communication; confidence making outbound calls; strong initiative and self-management; and collaborative team-player mentality. Xero values skills, passion, and unique perspectives—apply even if your background isn't a perfect match.
