At a Glance
- Tasks: Provide top-notch support to customers, resolving queries and ensuring satisfaction.
- Company: Join a dynamic team at Xero, a leader in accounting software.
- Benefits: Flexible working hours, evening pay supplement, and opportunities for growth.
- Other info: Work collaboratively in a supportive environment with a global impact.
- Why this job: Be a brand ambassador and make a real difference in customer experiences.
- Qualifications: Experience in customer service, strong problem-solving skills, and excellent communication.
The predicted salary is between 30000 - 40000 £ per year.
The role & impact
As a CX Specialist, you will be a passionate Xero brand ambassador, responsible for providing timely, high-quality support and guidance to customers of all levels, from beginners to experts. This includes providing support for accounting and bookkeeping queries. You will make an impact by demonstrating empathy, actively listening, and delivering consistently high customer satisfaction across all contact channels. The work requires resilience and adaptability. You will manage customer inquiries through to resolution, accurately recording case details in the case management system (e.g., Salesforce), and escalating unresolved issues appropriately while keeping customers informed. Success is measured by achieving quality and productivity targets and ensuring best-in-class customer experiences.
The team & how they connect
The Customer Experience (CX) team works collaboratively to provide proactive and reactive support to a diverse range of Xero users globally, including small business owners, bookkeepers, and accountants. They are dedicated to delighting customers and demonstrating the value Xero brings to their businesses, working 24/7 across various channels. The team is currently working on:
- Providing high-quality support across all channels, such as phone, email, and chat.
- Proactively engaging with customers to help them maximise the benefits of Xero.
- Making proactive and reactive outbound calls to manage and resolve customer inquiries.
- Staying up-to-date with Xero product changes, training, and accurately recording case details.
Where and how you can work
We are looking to add Customer Experience Specialists to our team who will work one of the following schedules:
- Tuesday through Saturday, 11:30AM - 8PM
- Sunday through Thursday, 11:30AM - 8PM
Please note that the anticipated start date will be in 10 August 2026. There will also be an evening pay supplement for shifts ending at 8:00 PM.
Here are some of the things we are looking for, for this role:
- You bring prior experience in a service environment, having demonstrated the ability to meet service levels and quality targets.
- You possess proven problem-solving and resolution skills, showing commitment to following through and resolving customer problems.
- You can communicate clearly and concisely, both written and verbally.
- You will have comfort and confidence in making proactive and reactive outbound calls.
- You demonstrate initiative, self-management skills, and flexibility, embracing challenges and adapting quickly to change.
- You are a proven team player with a willingness to assist and collaborate with other team members.
Customer Experience Specialist in Manchester employer: APPLY
Hopper is an exceptional employer that fosters an entrepreneurial culture, encouraging innovation and risk-taking within small, dynamic teams. With a competitive salary, generous benefits including 100% coverage of employee insurance premiums and unlimited paid time off, employees are empowered to thrive both personally and professionally. The collaborative, low-process environment allows staff backend software engineers to take ownership of impactful projects while leveraging cutting-edge AI tools, making it a rewarding place to grow your career in the heart of the tech industry.
