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Client Support Specialist

2 months ago

Denver, Colorado, United States Xero Full time

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**Customer Experience Specialist - Role Overview**

Xero is a beautifully designed platform that empowers small enterprises and their accounting professionals to flourish. Our mission is to enhance the lives of individuals in small businesses, their advisors, and the communities they serve globally. This mission is at the core of our operations. We enable our team to deliver exceptional work, assisting small businesses in succeeding through improved tools, insights, and connections. When they thrive, they create a positive impact, and when countless small businesses make a difference, the world becomes a better place.

**Your Contribution**

The Customer Experience Team at Xero comprises product specialists located in various regions who collaborate to provide round-the-clock support to our users. Our goal is to exceed customer expectations and simplify their understanding of how Xero enhances their business.

As a Customer Experience Specialist focusing on Banking/Billing, you will be responsible for:

  • Taking charge of investigating and resolving bank connection inquiries and issues, as well as managing bank feeds or customer subscriptions.
  • Engaging with banking partners and internal representatives to identify the root cause of issues while fostering strong relationships with both external clients and the broader Xero team.
  • Ensuring effective resolution and prioritization of customer support requests related to banking and billing within our targeted response times.
  • Delivering high-quality responses to customers through various communication channels.
  • Maintaining a consistent and professional style in written communication.
  • Collaborating with colleagues to provide exceptional customer service.
  • Contributing to the ongoing enhancement of the Xero customer experience, including the functionality of the Xero application.
  • Performing additional banking and billing-related tasks as needed.

**Key Qualifications**

  • Excellent verbal and written communication skills.
  • Strong commitment to resolving issues and following through on tasks.
  • Proactive approach and ability to manage oneself, with a flexible mindset.
  • Capability to build effective relationships.
  • Quick learner, comfortable with technology.
  • Proven team player who supports fellow team members.
  • Experience in a customer service setting is preferred.
  • Background in small business operations is advantageous.

Xero values diversity and is dedicated to fostering an inclusive environment where our employees can perform at their best. We prioritize transparency and equitable compensation for equal work. Total compensation for this position includes a competitive salary, along with an annual grant of Xero shares, calculated as a percentage of the base salary. We offer comprehensive health care options, a generous retirement plan, paid time off, and a variety of wellness programs to support our employees' well-being.

Our collaborative culture is driven by our core values - #Ownership, #Challenge, #Beautiful, #Human, and #Team - which empower us to understand and serve our customers effectively, attract top talent, and innovate continuously. From the moment you engage with us, you will feel welcomed and supported to excel in your role.