Client Support Advocate

2 weeks ago


Denver, Colorado, United States Xero Full time

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Customer Experience Specialist - Responsibilities

Xero is a user-friendly platform designed to assist small enterprises and their accounting and bookkeeping partners in achieving growth and success.

Our mission at Xero is to enhance the lives of individuals in small businesses, their advisors, and communities globally. This mission is central to all our endeavors. We empower our team to deliver exceptional work, enabling them to assist small businesses through improved tools, insights, and connections. The success of these businesses contributes to a better world.

Your Contribution

The Customer Experience Team at Xero comprises product specialists located in various regions, collaborating to provide round-the-clock support to users. Our goal is to exceed customer expectations and demonstrate the value Xero brings to their operations.

As a member of the Customer Experience Specialist - Banking/Billing team, you will:

  • Take charge of diagnosing and resolving bank connection issues and managing customer subscriptions.
  • Engage with banking partners and internal representatives to identify the root cause of issues and establish strong relationships with both external clients and the broader Xero team.
  • Ensure effective resolution and prioritization of customer support inquiries related to banking and billing within our targeted response times.
  • Maintain high standards of communication with customers through various channels.
  • Collaborate with colleagues to deliver outstanding customer service.
  • Contribute to the ongoing enhancement of the Xero customer experience, including application functionality.
  • Handle additional banking and billing-related responsibilities as needed.

Key Qualifications

  • Excellent verbal and written communication skills.
  • Strong commitment to problem resolution and follow-through.
  • Ability to work independently and adapt to changing circumstances.
  • Proficient in building effective relationships.
  • A quick learner, comfortable with technology.
  • A proven team player who actively supports colleagues.
  • Prior experience in a customer service setting is preferred.
  • Experience in a small business environment is a plus.

Xero values diversity and is dedicated to fostering an inclusive workplace where employees can excel. We emphasize transparency and equitable compensation for all roles. Our total compensation package includes a competitive salary, along with various employee benefits such as health care options, retirement contributions, paid time off, and wellness programs.

At Xero, we believe that a diverse workforce fosters innovative thinking. Our collaborative and inclusive culture is built on our core values: #Ownership, #Challenge, #Beautiful, #Human, and #Team. We encourage personal growth, flexible work arrangements, and a focus on well-being, ensuring that every employee can thrive in their role.



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