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Xero is seeking Customer Experience Specialists to join their global CX team in Manchester. In this hybrid role, you'll provide high-quality support to Xero's diverse customer base—small business owners, bookkeepers, and accountants—across multiple channels including phone, email, and chat.
You will be responsible for managing customer inquiries through to resolution, accurately recording case details in Salesforce, and escalating unresolved issues while keeping customers informed. The role requires you to demonstrate empathy, actively listen, and deliver consistently high customer satisfaction. You'll also make proactive and reactive outbound calls to help customers maximize the value of Xero's accounting and bookkeeping software.
The CX team operates 24/7 globally, and you'll work one of two shift schedules: either Tuesday–Saturday or Sunday–Thursday, with times ranging from 7:00 AM–3:30 PM or 11:30 AM–8:00 PM. An evening pay supplement applies to shifts ending at 8:00 PM. The role requires three days per week in the Manchester office (St Peter's Square) and two days remote; however, the initial training period is fully in-office.
You should bring prior experience in a service environment with a proven track record of meeting service levels and quality targets. Strong problem-solving skills, clear written and verbal communication, and comfort making outbound calls are essential. The ideal candidate demonstrates initiative, self-management, flexibility, and a collaborative team mindset. Xero values diverse perspectives and encourages applications even if your background isn't a perfect match—they hire based on skills, passion, and cultural fit.
Anticipated start dates are October 5 or October 26, 2026.
