Customer Experience Specialist, Accounting Student Program
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.
This is a part-time position open to students who will have a year or less remaining in their program of study as of January 2020.
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'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 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!)
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 knowledge/experience in accounting or working with accounting software (i.e. working towards an 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 or some experience with other small business accounting systems
- Ability to build effective relationships
- An affinity for being a team player who proactively assists other team members
Important details & required dates
- Must be able to start on January 6, 2020 for on-boarding in the Denver office
- Must be able to attend training between January 7th - January 25th
After training, weekly shifts will be comprised of 2-3 weekday shifts, and one, 8 hour weekend shift, totaling 16-24 hours per weekUniversity holidays will be observed - There is a potential for full-time offer upon completing your program of study
- Students who won't be completing their studies in spring 2020 must be able to work through the summer
It's time to introduce yourself
Now that we've caught your attention, it's time to catch ours. Please apply if you:
Love doing #beautiful work – contribute to a beautiful experience for our customers.
Show your passion for the #human side of software development through cultivating a deep understanding of the needs and aspirations small business owners.
Seek the #challenge of complex technical problems, crazy-smart collaborators and a fast-paced work environment.
#Champion creative development by bringing a unique point of view while inspiring impeccable work from others.
Take #ownership by driving meaningful change and delivering results with passion and purpose.
Xero is an Equal Opportunity Employer.