Customer Experience Specialist- Billing

| Greater Denver Area

Our purpose
Small business makes the world go round – it's the heart of the global economy. At Xero we want millions of small businesses to thrive through better tools, information and connections. We aim to make being a small business more efficient and profitable, and more enjoyable too.
How you'll make an impact

Xero's Customer Experience Team is made up of product experts, based in NZ, AU, US and UK, who work together to provide 24/7 support to Xero users. We aim to delight our customers and make it easy for them to see how Xero adds value to their business.
 

With just over one million customers now, our Customer Experience Team is growing fast! As the numbers of customers grow, so too will the number of queries. We're looking for Customer Service superstars who are driven to learn and be part of a fun, friendly, high performing team in a fast paced and dynamic work environment.

We're not your usual billing team... we're world class and we provide a world class service. In this role you will take ownership for investigating and responding to billing queries sent in by customers when they encounter issues with our software or need guidance on how to resolve them.
 
What you'll do

  • Effective resolution and prioritisation of customer support requests relating to billing within our targeted initial response times
  • Investigating subscription invoicing
  • Build relationships with clients
  • Maintain a high quality of written communication in an agreed style and format
  • Contribute to the continuous improvement of the Xero customer experience service, including the Xero application functionality.
  • Other billing related tasks.

Success looks like

  • Regularly demonstrating Xero's core values - Human, Champion, Challenge, Ownership, and Beautiful.
  • 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.
  • Provide feedback on process or product improvements to the CX Management Team.

 
What you'll bring with you
Critical competencies:

  • Excellent verbal and written communication
  • Diligence and commitment to following through and resolving problems
  • Initiative and ability to self manage, along with flexibility
  • Ability to build effective relationships
  • A fast learner, familiar and comfortable with technology
  • A proven team player who pro-actively helps other team members

Experience:

  • Experience in billing and/or accounting and small business is desirable
  • Strong ability in MS Excel or Google Sheets highly desirable
  • Previous Customer Support experience

This is a non-exempt, full time role in Denver, CO. You must also be able to start on September 9th, 2019.
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.

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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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