Supportive CX team faces respect and recognition issues - CX Specialist Xero Employee Review

Lack of respect and recognition for the CX team despite the amount of work and emotional labour involved. Limited career progression opportunities outside of support pathways. Flexibility could be improved, especially given the intensity of the workload and shift structure. Heavy KPI focus makes it difficult to balance fast case closes with empathetic, tailored customer support. Can feel like customer quality and employee wellbeing are secondary to productivity metrics.