Customer Experience Specialist - Accounting

Customer Experience Specialist – Accounting

Xero – Milton Keynes, England, United Kingdom

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 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 capabilities to stay ahead of evolving strategy and technology.

• Support customers through reactive support and proactive calls to encourage better product utilisation.
• Embrace new tools and technology, including Generative AI, to enhance delivery of the customer experience.
• Use case management applications like Salesforce to accurately capture details and ensure seamless service.
• Apply accounting fundamentals to resolve queries from new users and seasoned professionals.

• Monday through Friday, 10:30 AM – 7:00 PM
• Tuesday through Saturday, 10:30 AM – 7:00 PM
• Sunday through Thursday, 10:30 AM – 7:00 PM

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

• Strong foundation in accounting or bookkeeping, either through a completed qualification or current studies (e.g., AAT Level 4 or equivalent).
• Clear and concise communication style, able to explain complex information simply on the phone or in email.
• Experience in a service‑oriented environment where quality targets were met and problems solved efficiently.
• Natural ability to build trust and maintain positive relationships with customers and colleagues.
• Confidence in making customer‑benefiting decisions and comfortable using IT suites such as Google Workspace or Microsoft Office.
• Adaptability to change and personal accountability for achieving results in a fast‑paced setting.

Apply even if your experience isn’t a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.

• Seniority level:
  Entry level
• Employment type:
  
  Full‑time
• Job function:
  Other
• Industry: Software Development

Referrals increase your chances of interviewing at Xero by 2x.