Customer Experience Specialist – Accounting

Overview

In this role you act as a brand ambassador delivering world-class support to small business owners, bookkeepers, and accountants. You will proactively guide customers to unlock Xero’s features, using efficient problem-solving across channels. You’ll join a collaborative team focused on activation and retention, embracing new tools like Generative AI, and shaping a best-in-class customer journey. This role combines accounting fundamentals with empathetic service in a fast-paced environment.

Pay / Benefits

• evening pay supplement
• hybrid work
• full-time employment

Responsibilities

• Provide proactive outreach and reactive support to improve product utilisation
• Resolve customer queries with clear, concise explanations
• Capture case details in Salesforce to ensure seamless service
• Leverage Generative AI tools to enhance customer experience
• Apply accounting knowledge to assist users from novice to professional levels
• Build trust and maintain positive relationships with customers and colleagues
• Make customer-centric decisions that benefit the user and the business
• Adapt to change and maintain accountability in a fast-paced setting

Key requirements

• Foundation in accounting or bookkeeping with relevant qualification or studies (e.g., AAT Level 4 or equivalent)
• Clear and concise communication for phone and email interactions
• Experience in a service-oriented environment with quality targets and problem-solving success
• Ability to build trust and maintain relationships with customers and teammates
• Comfort with IT tools like Google Workspace or Microsoft Office
• Adaptability and personal accountability in a dynamic setting
• Eligible to apply even if the experience isn’t a perfect match

• empathy
• resilience
• clear communication
• Salesforce
• Generative AI tools
• Google Workspace

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