Customer Experience Specialist - Accounting @Xero

Overview

The role of Customer Experience Specialist – Accounting involves being the first point of contact for small business owners, bookkeepers, and accountants seeking assistance with Xero. The position supports customers through proactive outreach and by addressing their queries utilizing accounting fundamentals to foster trust and provide meaningful assistance.

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 maximize the value of Xero’s accounting tools.
• Enhance team knowledge of accounting fundamentals to assist a diverse range of users.
• Explore the use of generative AI and new technologies 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 channels.
• Naturally skilled in problem-solving and dedicated to resolving queries.
• Comfortable making outbound calls as well as responding to inquiries.
• Proficient in building trust with customers.
• Previous experience in a service environment with quality and turnaround targets.

Benefits

No specific benefits were mentioned in the source.

Location

This role operates in a hybrid work arrangement, requiring three days per week in the office located in Hawkes Bay, New Zealand, with Wednesday as a mandatory in-office day. Initial training will require full-time office presence for five days a week.

How to Apply

Interested candidates are encouraged to apply, even if their experience isn’t a perfect match.

Deadline

Anticipated start date is October 12, 2026.