Customer Experience Specialist - Accounting

Overview

As a Customer Experience Specialist in Accounting, you will serve as the primary point of contact for small business owners, bookkeepers, and accountants who require assistance leveraging Xero's solutions effectively. Your role involves both proactive outreach and reactive support, utilizing your accounting knowledge to ensure every interaction adds real value.

Key Responsibilities

You will not only address immediate customer problems but also help clients understand the broader benefits Xero offers. This requires empathetic listening, putting yourself in customers' positions, and using thoughtful judgment to decide whether to resolve inquiries independently or escalate them as needed. Patience and flexibility are fundamental traits for success in this role.

Team Dynamics

The Customer Experience team strives to deliver exceptional support, functioning as trusted business advisors. Supporting a diverse userbase of small businesses, bookkeepers, and accountants, the team efficiently resolves queries across multiple communication channels and collaborates seamlessly across Xero's departments.

Current Focus Areas

• Managing customer interactions via phone, email, and chat with Salesforce as the main case management tool
• Conducting proactive outreach campaigns to help users maximize value from accounting features
• Enhancing accounting expertise across the team to support users ranging from beginners to advanced professionals
• Investigating opportunities to integrate generative AI and emerging technologies for improved customer service

Work Structure

This position follows a hybrid model requiring onsite presence three days a week, with Wednesday mandatory. Remote work is allowed for two days weekly. The initial training period will be fully onsite for five days a week.

Shift Options

• Sunday to Thursday, 10:00am to 7:00pm
• Tuesday to Saturday, 9:00am to 6:00pm
• Tuesday to Saturday, 10:00am to 7:00pm

The expected start date for this role is October 12, 2026.

Qualifications and Attributes

• Possession or progress towards an accounting or bookkeeping qualification at level 5 or higher is required.
• Clear and confident communication skills across phone, written, and online channels.
• Strong problem-solving abilities and determination to fully resolve complex issues.
• Comfortable making outbound calls as well as responding to inbound inquiries.
• Proven ability to build trust with new customers, reflected in positive customer interactions.
• Experience in service environments meeting quality and turnaround goals, with a commitment to continuous learning amid change.

Equal Opportunity

Applicants whose backgrounds do not perfectly align with the outlined experience are encouraged to apply. Hiring decisions focus on skills, enthusiasm, and the unique perspectives candidates bring to enrich the company culture.