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.

The team & how they connect

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

Initially, you will focus on

• Supporting customers through a mix of reactive support and proactive calls to encourage better product utilisation.
• Embracing new tools and technology, including Generative AI, to enhance the delivery of our customer experience.
• Using case management applications like Salesforce to accurately capture details and ensure seamless service.
• Applying accounting fundamentals to resolve queries from both new users and seasoned professionals.

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.

The team / how they connect

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

The team is currently working on / Initially, you will focus on

• Managing customer enquiries across phone, email, and chat to provide timely, high-quality resolutions.
• Proactively engaging with customers to help them maximise the benefits of the Xero platform.
• Accurately recording and managing case details using professional tools like Salesforce.
• Staying up-to-date with continuous product training to support both beginners and experts.

Where and how you can work

We are looking to add Customer Experience Specialists to our team who will work one of the following schedules:

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

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

Here are some of the things we are looking for

• 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.

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.

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