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Xero
Xero
1,001 – 5,000 Employees
H1B Visa SponsorB2BSaaS
Xero develops cloud accounting software for small businesses, accountants, and bookkeepers. Its platform brings together bookkeeping, invoicing, payroll, bank reconciliation, VAT and Making Tax Digital compliance, financial analytics, and online invoice payments. Xero also supports an integration marketplace and partner programs for accounting professionals, while its JAX AI-powered automation helps reduce repetitive financial administration.
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Customer Experience Specialist at Xero - Manchester Hybrid

Support US Melio customers with payments workflows as a Customer Experience Specialist at Xero. Resolve questions through phone, email, and live chat using Salesforce and Zendesk.

GBUnited KingdomHybridFull-timeMiddleSeniorEnglish RequiredCustomer Support

Description

  • Deliver responsive, high-quality support to small business owners, bookkeepers, and accountants through phone, email, and live chat
  • Help customers resolve questions and understand the benefits of Xero and Melio's business payments platform
  • Teach users how to use product features, workflows, accounts payable processes, vendor payment tools, and platform navigation
  • Investigate complex problems, escalate technical issues appropriately, and keep customers updated
  • Use Salesforce and Zendesk to manage cases and record customer information accurately
  • Meet established productivity, service-level, and quality targets
  • Partner with Xero and Melio teams to share customer insights, address recurring challenges, and improve support experiences
  • Assist US-based Melio customers with product workflows while representing the brand in every interaction

Requirements

  • Customer service experience with responsibility for meeting service-level and quality targets
  • Demonstrated ability to investigate and resolve customer questions with care and persistence
  • Comfort handling phone and email conversations alongside multiple live-chat interactions
  • Working knowledge of Google Workspace or Microsoft Office
  • Familiarity with small-business accounting software or CRM platforms such as Salesforce and Zendesk
  • Strong interpersonal skills, including empathy, active listening, and clear communication
  • Flexibility and a learning-oriented mindset for a fast-moving, frequently changing environment
  • Availability to work Monday through Friday from 11:30 AM to 8:00 PM
  • Availability to work some UK public holidays, excluding Christmas Day and New Year's Day
  • Ability to work three days in the office and two days from home each week
  • Legal authorization to work in the country where the role is based

Benefits

  • Additional evening pay for shifts that finish at 8:00 PM
  • Hybrid schedule of three office days and two home-working days each week after onboarding and training
  • On-site onboarding and training during the first three to four months
  • Recruitment support with accommodations or adjustments available when needed
  • Background checks may include credit and criminal history screening

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