Customer Experience Specialist - Hybrid Remote Support

Apply; Manchester; Hybrid; GBP 24,000 - 32,000; Full time

Job summary

Xero is seeking a Customer Experience Specialist in Manchester to deliver high-quality support and guidance to customers. You will help users ranging from beginners to experts, resolving accounting and bookkeeping queries with empathy and proactive communication.

The role works in a hybrid setup with three days in the office and two from home, starting 26 October 2026, with an evening pay supplement for shifts ending after 8 PM. Salesforce experience is a plus.

Qualifications

• Prior experience in a service environment with demonstrated ability to meet service levels and quality targets.
• Proven problem-solving and resolution skills with commitment to following through.
• Clear and concise written and verbal communication.
• Comfort with proactive and reactive outbound calls.
• Initiative, self-management, flexibility; adapt quickly to change.
• Team player willing to assist and collaborate with others.

Responsibilities

• Provide timely, high-quality support and guidance to customers across all levels and channels.
• Record case details accurately in Salesforce and escalate when needed.
• Handle inquiries via phone, email, and chat with empathy and accuracy.
• Stay up-to-date with product changes and training to improve service.
• Collaborate within the CX team to ensure best-in-class customer experiences.

Skills

Customer service

Problem solving

Communication

Outbound calls

Adaptability

Team player

Tools

Salesforce

Job description

Xero is seeking a Customer Experience Specialist in Manchester to deliver high-quality support and guidance to customers. You will help users ranging from beginners to experts, resolving accounting and bookkeeping queries with empathy and proactive communication.

The role works in a hybrid setup with three days in the office and two from home, starting 26 October 2026, with an evening pay supplement for shifts ending after 8 PM. Salesforce experience is a plus.