Customer Experience Specialist - Accounting

The role & impact

As a Customer Experience Specialist, you will be a key brand ambassador, providing world-class support and guidance to small business owners, bookkeepers, and accountants. Your mission is to become a trusted advisor, helping our customers unlock the full value of Xero’s features through proactive outreach and efficient problem-solving across various channels.

You will play a vital part in building a stronger economy by empowering our community with the tools they need to thrive. In this high-change environment, your resilience and empathy will ensure every customer receives a best-in-class experience, turning complex queries into simple, effective outcomes.

The team & how they connect

You will join a collaborative Customer Experience team that works together to deliver high-quality support and drive positive customer outcomes like activation and retention. The team shares a growth mindset, constantly learning and refining their capabilities to stay ahead of our evolving strategy and technology.

Initially, you will focus on

- Supporting customers through a mix of reactive support and proactive calls to encourage better product utilisation.

- Embracing new tools and technology, including Generative AI, to enhance the delivery of our customer experience.

- Using case management applications like Salesforce to accurately capture details and ensure seamless service.

- Applying accounting fundamentals to resolve queries from both new users and seasoned professionals.

The role / impact

As a Customer Experience Specialist, you will be a key brand ambassador, providing world-class support and guidance to small business owners, bookkeepers, and accountants. Your mission is to become a trusted advisor, helping our customers unlock the full value of Xero’s features through proactive outreach and efficient problem-solving across various channels.

You will play a vital part in building a stronger economy by empowering our community with the tools they need to thrive. In this high-change environment, your resilience and empathy will ensure every customer receives a best-in-class experience, turning complex queries into simple, effective outcomes.

The team / how they connect

You will join a collaborative Customer Experience team that works together to deliver high-quality support and drive positive customer outcomes like activation and retention. The team shares a growth mindset, constantly learning and refining their capabilities to stay ahead of our evolving strategy and technology.

The team is currently working on / Initially, you will focus on

- Managing customer enquiries across phone, email, and chat to provide timely, high-quality resolutions.

- Proactively engaging with customers to help them maximise the benefits of the Xero platform.

- Accurately recording and managing case details using professional tools like Salesforce.

- Staying up-to-date with continuous product training to support both beginners and ex