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 Manchester. In this hybrid role, you will provide high-quality support to Xero customers across all channels—phone, email, and chat—helping small business owners, bookkeepers, and accountants maximize the value of the platform.
You will manage customer inquiries through to resolution, accurately record case details in Salesforce, and escalate unresolved issues appropriately while keeping customers informed. The role requires you to make both proactive and reactive outbound calls, demonstrate empathy, actively listen, and deliver consistently high customer satisfaction. You'll stay current with Xero product changes and training, and work collaboratively with a global 24/7 support team.
The position operates on a hybrid schedule with three days per week in the office and two days remote (after an initial five-day-per-week training period). You'll work one of two shift patterns: 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 track record of meeting service levels and quality targets. Strong problem-solving and resolution 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-player mindset. Xero values diverse perspectives and hires based on skills, passion, and cultural fit—experience doesn't need to be a perfect match.
