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Customer Experience Specialist - Accounting

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At Xero we're on the hunt for bright, passionate and motivated people with a love of innovation and sense of fun to join us in our Denver office as Customer Experience Specialists.
What is Customer Experience?
Made up of global teams of Xero product experts based in 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 by email and phone.
What you'd 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 and as you build your product knowledge there will be continual opportunities to up skill and specialize in the areas that interest you.
Our people:
Our people are Xero Guru's with a great understanding of small businesses and brilliant customer service skills. Each CX specialist brings their own personality and experiences to the role and we celebrate diversity and encourage our people to be themselves and add their own flavor to what we call "Xero Voice" aka the way we engage with our customers. What we do all have in common though is our genuine approach to customer care, problem solving skills and in depth product knowledge (don't worry we're keen to teach you the product knowledge part!)
What you need to know about this role:
This is a non-exempt, full time role in Denver, CO. You must also be able to start on May 21, 2018.
What we're looking for:

  • 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!
  • 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 should become a Xero:
    Great training & development and career progression opportunities within one of the world's most innovative growth companies. We have an awesome culture that not only offers great work opportunities, brilliant colleagues but also all the awesome extras like ping pong tournaments and free coffee, fruit/snacks, soft drinks and once a week breakfast and lunch. Most importantly we value our people and encourage you to challenge yourself to be the best you can be.
    It's time to introduce yourself

    Now that we've caught your attention, it's time to catch ours. Please apply using the link below - make sure you include your resume and cover letter.
    Xero is an Equal Opportunity Employer.

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    Christina Rowe
    Global Head of Learning and Capabilities
    CREATING SAFE SPACES
    Share your voice and find support
    As an ERG leader, Christina Rowe does more than schedule events. “My role involves listening to the needs of group members regarding career development, community and more,” she said. Through her ERG involvement, Rowe has gained a greater understanding of her peers’ diverse life experiences and skill sets while fostering dialogue related to topics that are often avoided in the workplace, such as women’s health. “It’s been a great way to help other women grow their careers and create a safe space for hard conversations,” she said.
    As an ERG leader, Christina Rowe does more than schedule events. “My role involves listening to the needs of group members regarding career development, community and more,” she said. Through her ERG involvement, Rowe has gained a greater understanding of her peers’ diverse life experiences and skill sets while fostering dialogue related to topics that are often avoided in the workplace, such as women’s health. “It’s been a great way to help other women grow their careers and create a safe space for hard conversations,” she said.
    Knowing that Xero puts so much awareness and investment into diversifying our leadership team makes me proud to be here.
    Erika Porras Gutierrez
    Platform Engineer
    EDUCATION FOSTERS EMPATHY
    A focus on learning cultivates compassion
    Erika Porras Gutierrez’s work leading Xero’s ERG for Indigenous Americans has enhanced her employee experience in several ways. “It has clarified what inclusion really means, taught me new ways of interacting with people and made me more empathetic,” she said. Not only has she grown personally due to this role, but it’s also encouraged her to engage with other engineering teams in an effort to better understand her peers’ needs. She’s currently helping plan an event that will enable Indigenous people to share their unique stories with others in the company.
    Erika Porras Gutierrez’s work leading Xero’s ERG for Indigenous Americans has enhanced her employee experience in several ways. “It has clarified what inclusion really means, taught me new ways of interacting with people and made me more empathetic,” she said. Not only has she grown personally due to this role, but it’s also encouraged her to engage with other engineering teams in an effort to better understand her peers’ needs. She’s currently helping plan an event that will enable Indigenous people to share their unique stories with others in the company.
    Sharing our lives and our stories is how people connect and create community, and that is exactly what ERGs are all about.
    Eean Tyson
    Talent Specialist
    BELONGING BUILDS PROGRESS
    Inclusion defines connections and the talent search
    Eean Tyson’s role as the co-chair of Black Xero enables him to champion inclusion and cultivate community across the company. “I want to ensure people feel a sense of belonging,” he said. Besides helping team members build meaningful connections with each other, he also spearheads talent-related initiatives that are informed by the organization’s DEI efforts. For instance, he recently took part in a scoping session in order to develop a road map for diverse hiring practices.
    Eean Tyson’s role as the co-chair of Black Xero enables him to champion inclusion and cultivate community across the company. “I want to ensure people feel a sense of belonging,” he said. Besides helping team members build meaningful connections with each other, he also spearheads talent-related initiatives that are informed by the organization’s DEI efforts. For instance, he recently took part in a scoping session in order to develop a road map for diverse hiring practices.
    I ask questions, validate others’ concerns and feelings, and ultimately aim to ensure everyone feels safe at Xero.

    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

    Culture
    Volunteer in local community
    Xero employees are given a day off each year to volunteer in their communities.
    Open door policy
    OKR operational model
    Team based strategic planning
    Open office floor plan
    Remote work program
    Typically, we work from home as needed. During COVID, all employees are working remotely and have access to stipends to access the equipment they need to be successful.
    Diversity
    Documented equal pay policy
    Dedicated diversity and inclusion staff
    Highly diverse management team
    42% of Xero's leadership team is female, while our Board of Directors maintains an equal gender balance. Xero was included in Bloomberg's 2020 Gender Equality Index report.
    Mandated unconscious bias training
    All Xero employees will complete online unconscious bias training during on-boarding
    Diversity manifesto
    Diversity employee resource groups
    Hiring practices that promote diversity
    The talent and leadership teams at Xero are committed to building diverse talent pipelines that reflect the communities we serve.
    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 insurance
    Cigna dental PPO plan
    Vision insurance
    VSP vision plan
    Health insurance
    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
    Mental health benefits
    Concern EAP benefits for all employees
    Financial & Retirement
    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
    26 weeks paid parental leave.
    Vacation & Time Off Benefits
    Generous PTO
    Xero offers 21 days of paid time off, 10 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 10 wellness days per year in addition to our generous PTO
    Office Perks
    Commuter benefits
    Set aside pre and/or post tax dollars for commute related transit, parking and bike expenses
    Company-sponsored outings
    Annual holiday party, as well as a summer celebration!
    Free snacks and drinks
    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
    Company-sponsored happy hours
    Happy hour starts every Friday at 4!
    Fitness stipend
    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
    Teams have budget set aside each year to support growth and up-skilling
    Lunch and learns
    Promote from within
    Customized development tracks

    Additional Perks + Benefits

    Xero leadership consistently reviews benefits to ensure they are competitive and allow our people to bring their full selves to work each day.

    View full list of perks + benefits
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