Customer Experience Specialist - Accounting @Xero

Overview

The role of Customer Experience Specialist – Accounting at Xero involves being the first point of contact for small business owners, bookkeepers, and accountants. The position focuses on providing support through proactive outreach and addressing customer inquiries using accounting knowledge to ensure effective communication.

Key Responsibilities

• Manage customer queries across phone, email, and chat using Salesforce as the core case management tool.
• Conduct proactive outreach campaigns to help customers leverage Xero’s accounting tools.
• Enhance the team's accounting fundamentals knowledge to assist a diverse range of customers.
• Explore the use of generative AI and new technology to improve customer support.

Requirements

• An accounting or bookkeeping qualification at level 5 or above, or in progress.
• Clear and confident communication skills across various platforms.
• Strong problem-solving skills and the ability to resolve queries effectively.
• Comfortable with making outbound calls and engaging with customers.
• Ability to build trust with customers and meet quality and turnaround targets.
• Experience in a service environment and a commitment to continuous learning.

Benefits

Details about benefits were not provided.

Location

This role follows a hybrid working arrangement, requiring three days in the office and two days from home. Initial training will require being in the office five days a week.

How to Apply

Interested candidates should check the company’s career page for application details.

Deadline

Anticipated start date for this role is October 12, 2026.