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Customer Experience Specialist- Accounting

| Greater Denver Area

What is Customer Experience?
Made up of global teams, our Xero product experts are based in the US, AU, NZ, and the UK our internationally award-winning Customer Experience (CX) team work together to delight our customers by providing outstanding software support to users.
What you'll do

We help our customers take ownership of their business by providing human support for our accounting software. As a CX specialist, you will be investigating and responding to email queries sent in by customers when they encounter issues with our software or just need a helping hand to get something done. We aim to give each customer prompt, helpful and easy to understand information to help them get back up and running ASAP. No day at Xero will be quite the same. As you build your product knowledge there will be continual opportunities to upskill and specialize in the areas that interest you.
Our People
Our people are Xero Gurus with a great understanding of small businesses and brilliant customer service skills. Each CX specialist brings their own personality and experiences to the role. We celebrate diversity and encourage our people to be themselves and add their own flavor to the way we engage with our customers - this is what we call the "Xero Voice". What we all do have in common is our genuine approach to customer care, skills, and in-depth product knowledge (don't worry we're keen to teach you the product knowledge part!)
Success looks like

  • Timely, accurate and helpful responses to customer support tickets as per the agreed targets.
  • Efficient escalation of priority issues to assist in the prompt resolution of these.
  • Feedback of required improvements to the Xero accounting application and its associated service delivery platform to the Customer Experience Improvement Manager.

What you'll bring with you

  • Proven experience in accounting or working with accounting software (i.e. accounting degree or business degree with significant accounting classes, experience as a user of Xero or equivalent product, CPA experience, past bookkeeping experience)
  • Excellent oral and written communication
  • HIGH energy and enthusiasm about life!
  • A mature and passionate approach to doing great work
  • Diligence and commitment to following through and resolving problems
  • Initiative and ability to self-manage, along with flexibility
  • Confidence with Microsoft Excel, Word and some experience with other small business accounting systems
  • Ability to build effective relationships
  • An affinity for being a team player who pro-actively assists other team members

Why you'll love Xero
Diversity of people brings diversity of thought and we like that. A collaborative and inclusive environment is important to us. Working at Xero will provide you with a diverse and inclusive environment alongside people who will respect, challenge and support you to have fun while you do the best work of your life. We are a place where personal development, innovation, and change are not only inspired but also celebrated. We value our people and want them to enjoy and take pride in their work.
We have a unique and special culture based around our values (#ownership, #challenge, #beautiful, #human and #champion) and offer a number of other great benefits and perks including Xero shares.
So if you want to hear more and get the opportunity to help shape the next phase in the Xero success story please apply!
This is a non-exempt, full time position based in Denver. You must be able to start June 17, 2019.
Xero is an Equal Opportunity Employer.

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Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • ASP.NETFrameworks
    • SalesforceCRM

Location

Just a quick walk from Union Station, our US HQ is located in the heart of Denver's LoHi neighborhood surrounded by local shops and restaurants.

An Insider's view of Xero

How would you describe the company’s work-life balance?

Getting things done for our customers is always top of mind, but Xero understands that starts from taking great care of ourselves as well. Having the ability to work from home when needed, wellness days, and events like office walks and 10 minute massages show that life (and living it!) helps us contribute and innovate better at work.

Carissa

Product Owner

What projects are you most excited about?

Right now, I'm most excited to work on our Denver Roadshow. I've worked with our Colorado Account Manager to connect with Colorado's leading accounting and bookkeeping firms and drive attendance to this event right here in Denver. Our goal is to build up our network and educate the community on all Xero has to offer!

Sophia

Partner Development Representative

What makes someone successful on your team?

If you’re hungry to learn more, have a brilliant idea, or are passionate about a particular project, just dive in head first. Xero values people who are do-ers, who want to roll up their sleeves and #champion an initiative through from beginning to end.

Becky

Integration- GTM Lead

What is your vision for the company?

Xero is on a mission to support our communities by helping small businesses succeed. To do that well - we hire passionate people who engage directly with our customers every day. Leveraging innovative technology to simplify accounting isn't enough – we want to build beautiful experiences that solve the most pressing needs of our customers.

Keri

Chief Platform Business Officer

What are Xero Perks + Benefits

Xero Benefits Overview

Xero offers a variety of benefits aimed at helping our employees maintain their physical, financial and mental wellbeing, allowing them to bring their best selves to work each day

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Xero allows employees to set aside pre-tax dollars for medical and dependent care expenses. $2,650 annual limit for healthcare FSA
Disability Insurance
Xero's long and short term disability plans provide income protection at 60% of annual base salary
Dental Benefits
Cigna dental PPO plan
Vision Benefits
VSP vision plan
Health Insurance Benefits
Xero offers a variety of health plans including Cigna HSA, Cigna PPO, and Kaiser HMO for Colorado and California employees
Life Insurance
Provided to Xero employees at no cost. Coverage for each employee of 2x annual base salary up to $500,000
Wellness Programs
Xero will fund up to $300 annually in employee health reimbursement account to be used toward a health improvement activity including gym membership, mental, physical or financial health
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Xero will match 100% on the first 3% contributions plus 50% match on next 2% of contributions
Company Equity
All Xero employees are granted Restricted Stock Units at a certain percentage of their base salary which vests over a 3 year period
Child Care & Parental Leave Benefits
Generous Parental Leave
Eight weeks paid leave for primary caregiver. Two weeks of paid leave for secondary caregiver
Vacation & Time Off Benefits
Generous PTO
Xero offers 21 days of paid time off, 5 wellness days, as well as 11 paid holidays per calendar year. We also participate in a company wide shut down between Christmas and New Years Day
Paid Volunteer Time
Xero encourages employees to give back to our communities by providing 8 hours of paid volunteer time per year
Paid Holidays
11 paid holidays per calendar year
Paid Sick Days
Each employee is granted 5 wellness days per year in addition to our generous PTO
Perks & Discounts
Casual Dress
You'll typically catch our employees rocking jeans and a Xero t-shirt!
Commuter Benefits
Set aside pre and/or post tax dollars for commute related transit, parking and bike expenses
Company Outings
Annual holiday party, as well as a summer celebration!
Game Room
Video games and ping pong table in lounge
Stocked Kitchen
You find a variety of fruit, chips, nuts, snack bars, sodas and iced tea in the Xero kitchen
Some Meals Provided
Breakfast each Tuesday and lunch every Thursday from a variety of local vendors
Happy Hours
Happy hour starts every Friday at 4!
Fitness Subsidies
Our monthly health reimbursement plan can be used towards your fitness membership or a variety of other health related wellness programs
Professional Development Benefits
Job Training & Conferences
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