Join Xero, a global leader in online accounting software, as a Customer Experience Specialist. In this role, you will provide high-quality support to US-based customers via phone, email, and live chat, while maintaining accurate records in Salesforce and Zendesk. You will collaborate with internal teams to escalate complex issues and ensure a seamless experience for every user. The position requires a growth mindset, clear communication skills, and the ability to build trust-based relationships with teammates and customers.
About the role
- Your background includes experience in a service-led environment where you have successfully met quality and productivity targets - You possess a growth mindset and a readiness to constantly learn new technologies and accounting systems - You bring clear, confident communication skills and an ability to simplify complex information for others - Building effective, trust-based relationships with both teammates and customers comes naturally to you - You have a proven ability to self-manage and take personal accountability for resolving problems thoroughly - Delivering empathetic, calm support while managing multiple digital interactions is something you excel at - Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and teamKey missions
- Providing high-quality support via phone, email, and live chat while maintaining accurate records in Salesforce and Zendesk.
- Mastering the ever-changing landscape of our CX strategy and the specific products supported by the Melio team.
- Collaborating across internal Xero teams to escalate complex issues and ensure a seamless experience for every user.