Xero
Denver, CO

Customer Experience Specialist - Billing

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Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. 


At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.


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.


As a Customer Experience Specialist - Billing you’ll be a major contributor on the customer experience team, understanding the technical details of our billing system and billing processes. You will deliver exceptional customer experience to help our customers with all billing queries as well as actioning billing changes with meticulous attention to detail.

What You'll Do

  • Delight customers!
  • Effective resolution and prioritization of customer support requests relating to billing within our targeted initial response timesInvestigating queries regarding subscription invoice and subscriber access
  • Where assigned an issue, respond to the customer by email or phone, within our targeted initial response times, to either resolve the issue or request further information/clarification regarding the issue
  • 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.
  • Problem solving for technical issues using a variety of resources and team collaboration
  • Attend and assist with training sessions on in-house software applications and selected areas of the Xero accounting application
  • Other Billing duties as required. This list is not meant to be a comprehensive inventory of all duties and responsibilities assigned to this position.

Xero celebrates diversity. We are committed to creating an inclusive environment where our employees can do the best work of their lives. We are committed to transparency and to equal pay for equal work. Total compensation for this role includes a base salary of $43,000 - $50,000, commensurate with experience, plus an annual grant of Xero shares, calculated as a percentage of base salary.

Xero offers access to low-cost, high-quality health care options through Cigna and Kaiser (in CA & CO only)

Xero will match 100% on the first 3% of 401k contributions plus 50% match on next 2% of contributions

Employees enjoy 21 days of paid time off per year

Employees also have 10 days of wellbeing leave to care for their minds, bodies, and families

US employees enjoy 11 paid holidays per year

Xero offers an industry-leading 26 weeks of parental leave at 100% pay

Xero offers a number of employee wellness programs, to include yoga, mindfulness and nutrition workshops, EAP, free flu shots, team meals, and a monthly wellbeing allowance


Why 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, flexible working, innovation, and well-being are not just inspired but celebrated. We value our people and offer a wide range of compelling benefits and perks, including Xero shares.


Xero’s collaborative culture is underscored by our values - #Ownership, #Challenge, #Beautiful, #Human and #Team - which empower us to understand and serve customers, attract top talent and continuously innovate. From the moment you step through our doors, you’ll feel welcome and supported to do the best work of your life.

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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.

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