Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Support customers across various channels, resolving queries and ensuring satisfaction.
- Company: Join Xero, a leading platform empowering small businesses with innovative accounting solutions.
- Benefits: Enjoy flexible working hours and the chance to develop your skills in a dynamic environment.
- Why this job: Be part of a passionate team that values customer experience and embraces challenges.
- Qualifications: Experience in customer service, strong problem-solving skills, and proficiency in IT tools required.
- Other info: Anticipated start date is August 2025; apply if you thrive in fast-paced settings.
The predicted salary is between 28800 - 43200 £ per year.
Xero’s Customer Experience (CX) team works collaboratively to provide 24/7 proactive and reactive support to a diverse range of Xero users, including small business owners, bookkeepers, and accountants. As a CX Specialist, you’ll be a passionate Xero brand ambassador, dedicated to delighting our customers and demonstrating the value Xero brings to their businesses.
In this role, you will provide support and guidance, demonstrating empathy by actively listening and putting yourself in our customers' shoes, to deliver consistently high-quality customer satisfaction across all contact channels. The work is both challenging and rewarding, requiring resilience and adaptability. While you may not always have immediate answers, you’ll be someone who embraces challenges and adapts quickly to change. You’ll use your resilience and available resources to thoroughly and effectively research to provide best-in-class customer experiences across all our channels.
We are looking to add Customer Experience Specialists to our team who will work one of the following schedules:
- Monday through Friday, 11:30 am - 8:00 pm
- Tuesday through Saturday, 11:30 am - 8:00 pm
- Sunday through Thursday, 11:30 am - 8:00 pm
If you’re someone who thrives in a dynamic environment, we encourage you to apply.
What You’ll Do:
- Provide timely, high-quality support to customers of all levels, from beginners to experts, across all channels (such as phone, email and chat), including support for accounting and bookkeeping queries.
- Manage customer inquiries through to resolution, ensuring customers are kept informed.
- Accurately record case details using our case management system (e.g., Salesforce).
- Communicate clearly and effectively to ensure high levels of customer satisfaction.
- Proactively engage with customers to help them maximise the benefits of Xero.
- Escalate unresolved issues appropriately, keeping customers updated throughout the process.
- Achieve quality and productivity targets.
- Stay up-to-date with Xero product changes and training.
What You’ll Bring:
- Prior experience in a service environment, demonstrating the ability to meet service levels and quality targets.
- Proven problem-solving and resolution skills.
- Proficient IT skills, including experience with Microsoft Office or Google Suite; experience with accounting and case management tools are a plus.
- Clear and concise communication skills, both written and verbal.
- Confidence and comfort in making proactive & reactive outbound calls.
- Diligence and commitment to following through and resolving customer problems.
- Initiative, self-management skills, and flexibility.
- A proven team player with a willingness to assist other team members.
Customer Experience Specialist employer: Black Ties Group Inc.
Contact Detail:
Black Ties Group Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Specialist
✨Tip Number 1
Familiarise yourself with Xero's products and services. Understanding the features and benefits of Xero will not only help you in interviews but also demonstrate your genuine interest in the role and the company.
✨Tip Number 2
Practice active listening skills. As a Customer Experience Specialist, you'll need to empathise with customers. Role-play scenarios with friends or family to enhance your ability to listen and respond effectively to customer needs.
✨Tip Number 3
Showcase your problem-solving abilities. Prepare examples from your past experiences where you've successfully resolved customer issues. This will highlight your resilience and adaptability, which are key traits for this role.
✨Tip Number 4
Network with current or former employees of Xero. Engaging with them can provide valuable insights into the company culture and expectations, helping you tailor your approach when applying for the position.
We think you need these skills to ace Customer Experience Specialist
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand what Xero is looking for in a Customer Experience Specialist. Highlight key responsibilities and required skills that resonate with your experience.
Tailor Your CV: Customise your CV to reflect relevant experience in customer service and problem-solving. Use specific examples that demonstrate your ability to meet service levels and quality targets, as mentioned in the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of Xero's values. Mention how your skills align with the role and provide examples of how you've successfully handled customer inquiries in the past.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer-facing role.
How to prepare for a job interview at Black Ties Group Inc.
✨Show Your Passion for Customer Experience
Make sure to express your enthusiasm for providing excellent customer service. Share examples from your past experiences where you went above and beyond to help a customer, as this will demonstrate your commitment to the role.
✨Demonstrate Empathy
During the interview, highlight your ability to listen actively and understand customer needs. You could share a scenario where you successfully resolved a customer's issue by putting yourself in their shoes, showcasing your empathetic approach.
✨Be Prepared for Problem-Solving Questions
Expect questions that assess your problem-solving skills. Prepare specific examples of challenges you've faced in previous roles and how you overcame them, particularly in a customer service context.
✨Familiarise Yourself with Xero Products
Research Xero's products and services before the interview. Being knowledgeable about what Xero offers will not only impress the interviewers but also allow you to discuss how you can help customers maximise their use of these tools.
