Customer Experience Specialist - Accounting

The role & impact

As a Customer Experience Specialist, you will be a key brand ambassador, providing world‑class support and guidance to small business owners, bookkeepers, and accountants.

Your mission is to become a trusted advisor, helping our customers unlock the full value of Xero's features through proactive outreach and efficient problem‑solving across various channels.

You will play a vital part in building a stronger economy by empowering our community with the tools they need to thrive. In this high‑change environment, your resilience and empathy will ensure every customer receives a best‑in‑class experience, turning complex queries into simple, effective outcomes.

You will join a collaborative Customer Experience team that works together to deliver high‑quality support and drive positive customer outcomes such as activation and retention. The team shares a growth mindset, constantly learning and refining their capabilities to stay ahead of our evolving strategy and technology.

• Support customers through a mix of reactive support and proactive calls to encourage better product utilisation.
• Embrace new tools and technology, including Generative AI, to enhance the delivery of our customer experience.
• Use case management applications like Salesforce to accurately capture details and ensure seamless service.
• Apply accounting fundamentals to resolve queries from both new users and seasoned professionals.
• Manage customer enquiries across phone, email, and chat to provide timely, high‑quality resolutions.
• Proactively engage with customers to help them maximise the benefits of the Xero platform.
• Accurately record and manage case details using professional tools like Salesforce.
• Stay up‑to‑date with continuous product training to support both beginners and experts.

• Monday through Friday, 10:30 AM – 7 PM
• Tuesday through Saturday, 10:30 AM – 7 PM
• Sunday through Thursday, 10:30 AM – 7 PM

Please note that the anticipated start date will be in March 2026.

• You bring a strong foundation in accounting or bookkeeping, either through a completed qualification or current studies (e.g. AAT Level 4, or equivalent).
• Your communication style is clear and concise, allowing you to explain complex information simply whether you are on the phone or writing an email.
• You have experience in a service‑oriented environment where you have successfully met quality targets and solved problems efficiently.
• A natural ability to build trust and maintain positive relationships with customers and colleagues alike is something you pride yourself on.
• You are confident in making decisions that benefit the customer and are comfortable using IT suites such as Google Workspace or Microsoft Office.
• Adapting to change comes easily to you, and you take personal accountability for achieving great results in a fast‑paced setting.

At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.