Customer Experience Specialist - Accounting

The role & impact

As a Customer Experience Specialist - Accounting, you will be a key brand ambassador, providing world-class support and guidance to small business owners, bookkeepers, and accountants. Your impact is about helping customers unlock the full value of Xero, acting as a trusted and efficient business advisor. You will do this by delivering consistently high levels of customer satisfaction via all contact channels, effectively problem-solving, and ensuring customers see how Xero adds value to their business.

You will provide fast, high-quality support through proactive outreach and reactive assistance to help customers, from new adopters to seasoned professionals, get the most out of Xero. This includes communicating outcomes simply and effectively, participating in proactive campaigns, and using your resources to quickly problem-solve to provide an empathetic, comprehensive response. You will demonstrate resilience, adaptability, and a passion for resolution in a high-change environment.

The team & how they connect

The Customer Experience team works together to provide world-class support, aiming to become trusted and efficient business advisors to Xero customers. The team supports small business owners, bookkeepers, and accountants. They collaborate effectively across all teams at Xero, working to quickly and efficiently resolve customer queries through a variety of channels.

The team is currently working on

• Supporting customers with accounting fundamentals when replying to support queries.

• Adapting to the ever-changing landscape of our CX strategy and the products you support.

• Utilising our tools and technology, including Generative AI and case management applications like Salesforce, to deliver the best experience.

• Actively working towards and achieving key success measures around productivity, quality, and targeted customer outcomes like retention and utilisation.

Where and how you can work

This team operates a hybrid working arrangement, requiring three days per week in the office, with Wednesday as a mandatory day. You will be able to work from home for the remaining two days. Please note, the initial training period for this role will require you to be fully in the office five days a week.

We are looking to add Customer Experience Specialists to join our team who will work one of the following schedules:

• Sunday through Thursday, 9:30am - 6:30pm

• Tuesday through Saturday, 9:30am - 6:30pm

Please note that the anticipated start date will be 9 MARCH 2026.

Here are some of the things we are looking for

• You possess a Diploma or above qualification in accounting or related course (or are working towards one).

• You are committed to providing excellent service and are attentive to customers' needs and priorities.

• You demonstrate clear and concise communication skills, both written and on the phone, and have the confidence to make outbound proactive phone calls.

• You bring previous experience working in a service environment and successfully working to service levels and quality targets.

• You have demonstrated experience in efficient problem-solving and resolution, showing initiative and commitment to following through.

• You are proficient in IT skills, confident with Microsoft Office or Google Suite, and have experience with other small business accounting systems and/or case management tools.

Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.