The menu navigation is clunky, and the headings don’t really make any sense, so finding your way does involve a bit of wandering about.
Just don’t waste time (like we did) thinking we were setting up our actual account, whilst actually in demo mode! Use it to take features out for a test drive without actually doing anything to affect the bookkeeping figures. Whilst it took us a while to realise the significance of the demo options, we really like this idea. The initial welcome dashboard is split into sections signposting where you can set up each feature, like invoicing and cash flow tools, and there are lots of videos to watch. For security they do ask you to confirm your email which is always welcome from software dealing with the financial end of life. Seniors of the teams seem to take on a lot of work - handling complaints, - more.Getting started with Xero involves the usual process of bashing in an email address and away you go. You stop saying anything because it's not going to go anywhere. When you approach them with a grievance, you are almost made to feel it is your fault. When they have to provide feedback to their team members, it can come across quite condescending or fake. When thy promote younger people into these roles, I would suggest they are attend workshops on how to interact with people of all ages and personalities.
You are micro managed by people with no people/management skills which doesn't give you much confidence. This definitely starts to affect your mental state after a while.
No real support when you've been handling disgruntled, shouty customers all day. People stay late to finish work/ handle ongoing queries so they have less stress the next day - not the best work/life balance. You're handling a lot of disgruntled customer queries because certain parts of the service provided by the software doesn't work constantly and there are always issues. This adds time to resolving an issue and your customer is getting more agitated by the day. These new issues require deep diving and the help of others from other departments in different time zones. This can add to the pressure of the role as you are also managing your own workload while taking on new customer issues. You are expected to answer a certain amount of emails and answer /take certain amount of calls. The role is to answer customer queries and assist via email, telephone (Teamviewer) in resolving their issue.
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