In Xero Customer Experience, we support users around the globe. We work hard to make sure everyone gets the answers they need quickly to keep their business moving.
We offer real support from real people. We respond and preempt queries from our 700k+ subscribers and their teams, 24 hours a day, 7 days a week, 365 days a year. The lights are always on, and we’re here to support customers when they need us.
We get asked all the time ‘what makes Xero’s support different?’ — we can honestly say it comes down to the people. The people we hire, the training they receive, the passion they bring to the job everyday, and the global family we’re building with every new teammate we bring on board.
What makes us different
Xero support is different. Everyone is a specialist in their field.They all have real world experience doing the tasks our customers do everyday and, in most cases, have accounting or payroll qualifications. We find and train our teams and make sure our staff around the globe are Xero Certified.
Our product is constantly changing and being made better and our trainers work hard to make sure the team are up to date on the latest and greatest changes in Xero. Whether it’s in a meeting, over a video call or baking some cookies in our office kitchen, the development of our team never stops.
We’re human first
Have you ever worked somewhere where it’s normal to drop into a global office on holiday to catch up with friends (that you’ve never met in person)? We do.
We have a human approach in everything we do. It lets us share who we are outside of work with the team.
Josh, who’s our Product Improvement Lead, spends his spare time competing in triathlons internationally. He’ll drop into our global offices when he’s racing around the globe. Christie, who helps set-up Direct Bankfeeds, has a love of yoga. She’ll regularly lead a free yoga class at lunch. And Benny, one of our Accounting Support Specialists, is the co-founder of a charity helping the youth of Nepal. Everyone gets involved with supporting each other by celebrating their successes at work, as well as their achievements in life.
Successes can take many shapes. Recently a few members of our team were challenged to shave their beards for charity. These beards were pieces of art, but once donations started rolling in from around the globe, there was no turning back. Xero customers, Chris and Max from Norris Barbers were invited to come along and get the job done. We raised $2510.60 for Breast Cancer and the team gathered on a Friday night to see the action take place.
Whenever someone joins the team, we ask how that person is going to help us grow, challenge the status quo and work to make every interaction with a Xero user beautiful.
The culture of our Customer Experience team is constantly evolving. Every new member adds to the dynamic and helps to shape how we interact globally. A global team takes work and commitment from everyone involved to make it successful. At Xero, our Customer Experience team lives and breaths our values to achieve that goal.