Customer Experience Specialist - Accounting

Role Overview and Impact

In the position of Customer Experience Specialist – Accounting, you will act as the primary contact for small business owners, bookkeepers, and accountants seeking assistance to maximize their use of Xero. Your support will be both proactive and reactive, leveraging your accounting expertise to ensure every interaction is meaningful rather than merely fast.

Beyond addressing immediate queries, you will guide customers to appreciate the broader capabilities of Xero for their business operations. This involves active listening, empathetic understanding, and sound judgment to decide when to resolve issues immediately or escalate them. Patience and flexibility are key traits, and your influence will reflect in the trust customers place in Xero.

Team Dynamics and Collaboration

The Customer Experience team is dedicated to delivering exceptional support, aiming to become trusted business advisors for Xero’s clientele. They assist small business owners, bookkeepers, and accountants while maintaining strong collaboration across all Xero departments. Efficiently handling customer inquiries through various channels is central to the team’s operation.

Current Focus Areas

• Handling customer inquiries via phone, email, and chat, utilizing Salesforce as the main case management system
• Executing proactive outreach initiatives to help customers leverage Xero’s accounting tools more effectively
• Enhancing the team’s accounting knowledge to assist users ranging from novices to experienced professionals
• Investigating the application of generative AI and emerging technologies to improve customer support processes

Work Location and Schedule

This role follows a hybrid work model, requiring three in-office days each week (Wednesday is mandatory) and two remote days. During the initial training phase, full in-office attendance five days a week is expected.

Available work schedules include:

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

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

Candidate Qualifications and Attributes

• Possession of, or progression toward, a level 5 or higher accounting/bookkeeping qualification is mandatory
• Exceptional and confident communication skills across phone, email, and online chat
• Strong problem-solving abilities with determination to resolve complex concerns thoroughly
• Comfortable initiating outbound calls as well as responding to inbound inquiries
• Proven capability to build trust quickly with new contacts, reflected in positive customer feedback
• Experience in a service-oriented environment with a track record of meeting quality and response time goals

Xero values candidates who bring unique perspectives and enthusiasm, even if their experience isn't an exact match.