Xero Customer Support Representative Interview Questions
& Process
Real candidates share what happened, how many rounds they had,
and how the experience turned out.
Based on 28 interview experiences · FREE TO READ
Candidate interview experiences
First-hand accounts from people who interviewed at Xero.
Xero
Customer Experience Specialist
Entry Average Positive experience Accept offer 2 rounds
Interview process
Recruiter call Technical screen Offer
Interview formats
Behavioral Technical
The interview process at Xero was pretty quick and easy. The questions were about average difficulty, mostly about my past customer service work. I mostly used the STAR method to answer, which made my responses clear. The interviewers were nice and made me feel comfortable. The whole thing was fast, and I got an offer just a few hours after.
Confirmed questions2 questions
- Can you share an instance where you dealt with a customer problem that was beyond your influence?
- Recount a time when you made an error in a customer service interaction and what you learned from it.
Xero
Customer Experience Specialist
Entry Average Neutral experience No offer 2 rounds
Interview process
Recruiter call Onsite
Interview formats
Behavioral Technical
Video interview went well — plenty of time to prepare. In-person was quicker; they preferred straight answers, not long stories. Even if they seem happy, unclear examples can lose them. Didn’t get the role, but it was a good learning. Not every “no” is bad, just means it wasn’t the right fit. Sharing in case it helps someone else.
Confirmed questions4 questions
- What mistake have you made in customer service?
- Can you describe a customer service problem that was out of your control?
- Tell us about a time your priorities changed.
Xero
Customer Experience Specialist
Entry Average Negative experience No offer 2 rounds
Interview process
Recruiter call Phone screen Onsite
Interview formats
Behavioral Technical
I got a call on Wednesday and after a quick chat, they invited me for an interview the following Monday. They said a confirmation would be sent via email. I was excited and started prepping. But by Thursday evening, I still hadn't gotten any confirmation from Xero. I tried calling the number back, but no one answered. I waited patiently until Friday after work, checked my email, still nothing. That's when I started to wonder if they'd forgotten about me. So I sent an email asking if the interview was still on. It was 7:00 pm, and luckily, I got the confirmation within an hour. I spent the whole weekend getting ready for the interview. The interview itself went well. The two interviewers were around my age, had similar backgrounds, and we had a lot in common. The interview lasted about an hour and a half. I asked for feedback, and it was positive. I thought I'd hear back from a business partner within a week. However, by last Friday, no one had contacted me, so I emailed the recruiter to follow up, but got no response. Then, this week, Tuesday night before bed, Xero sent me an email saying the position had been filled. I don't know if I should feel relieved or sad. I asked for feedback and the reason, but it felt like talking to a wall. Firstly, I felt it was a waste of time waiting for nothing. When I tried to get more info about the interviewers and follow up by email, it felt like no one was there to answer. I understand recruitment can be busy and frustrating, and I showed my understanding and patience. However, Xero should at least update its candidates as soon as possible so I don't waste my time and can move on. Secondly, I'm a Xero user, and Xero's responses to user emails are always quick and helpful. But not so much for fans who want to join the team. Xero is expanding this year, meaning more people will join, but I don't think I'll be one of them anymore because I've seen potential problems and hope Xero takes it seriously. If I hadn't followed up on the confirmation, what would have happened? I might not be writing this review now. Because I care about Xero, I'm writing this feedback, and I still like using Xero products.
Confirmed questions1 question
- Given this role's customer focus, how will your previous experience enhance it? We want to re-emphasize this and gauge your readiness.
Xero Customer Support Representative Interview Questions
Quoted word for word from Xero interview reports.
“When multiple checks are paid into the bank and appear as one deposit, what's the fastest method to reconcile that bank statement entry with the three invoices that were paid?”
Read reports →“What are the reasons a customer might prefer a phone call over an email?”
Read reports →“Can you share a time you made a mistake?”
Read reports →“Can you describe a customer service problem that was out of your control?”
Read reports →“What mistake have you made in customer service?”
Read report →“Describe a situation where you made a mistake and how you fixed it.”
Read report →“What would we not know about you based on your CV?”
Read report →“Can you share an instance where you dealt with a customer problem that was beyond your influence?”
Read report →“Can you describe a situation where your priorities shifted?”
Read report →Formats, difficulty and experience
Across all 28 Xero interview reports.