Customer Experience Specialist - Accounting

The role

In this position, you will be one of the main contacts for small business owners, bookkeepers, and accountants who need help getting the best out of Xero. You will assist customers both through proactive outreach and when they raise questions directly, using your accounting knowledge to ensure the support you provide is practical and meaningful.

Your work will go beyond resolving the immediate issue. You will help customers understand the broader value Xero can bring to their business by listening carefully, taking their perspective into account, and applying sound judgement to decide the best next step. At times that may mean fixing the issue yourself, and at other times it may mean involving the right colleague. This role requires patience, flexibility, and a customer-first mindset, and it contributes directly to the trust customers place in Xero.

The team

The Customer Experience team works collaboratively to deliver high-quality support and to grow into trusted business advisors for Xero customers. The team supports small business owners, bookkeepers, and accountants, and partners closely with other teams across the business to resolve queries quickly and efficiently through multiple channels.

What the team is working on

• Handling customer questions through phone, email, and chat, using Salesforce as the main case management platform.
• Reaching out proactively to help customers get more value from Xero’s accounting products.
• Strengthening accounting fundamentals across the team so support is effective for both new users and experienced professionals.
• Looking at how generative AI and emerging tools can improve customer support delivery.

Working arrangement

This is a hybrid position with three days in the office each week, including Wednesday as a required office day. The remaining two days can be worked from home. During the initial training period, you will need to be in the office five days a week.

Working hours

You will work one of the following schedules:

• Sunday to Thursday, 11:00am to 8:00pm
• Tuesday to Saturday, 11:00am to 8:00pm

Start date

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

Requirements

You should bring an accounting or bookkeeping qualification at level 5 or above, or be actively working toward one. Strong communication skills are important, whether you are speaking with customers on the phone, writing emails, or chatting online. You should be confident solving problems, persistent with complex queries, and comfortable making outbound calls. The ability to build trust quickly with new people is essential, along with prior experience in a service environment where quality and turnaround targets were met. A willingness to keep learning as the work evolves is also important.

Application note

Applicants are encouraged to apply even if they do not meet every requirement exactly. Xero values skills, passion, and the unique perspective each person can bring to the team and company culture.