As a Customer Experience Specialist in Accounting, you’ll play a vital role in helping small business owners, bookkeepers, and accountants get the most from Xero’s platform. You’ll combine accounting knowledge with empathetic support to guide customers through their journey, whether they’re new to the software or long-time users.
What You’ll Do
- Deliver accurate, clear support through phone, email, and chat, helping customers understand and use key features effectively.
- Act as a trusted resource by identifying customer needs and guiding them toward practical solutions.
- Reach out proactively to support onboarding, adoption, and ongoing product engagement.
- Use Salesforce to log interactions and maintain consistent, high-quality service across touchpoints.
- Stay current with emerging tools, including Generative AI, to improve how support is delivered.
- Apply foundational accounting principles to troubleshoot issues and answer technical or process-related questions.
What We’re Looking For
- Formal training or active study in accounting or bookkeeping, such as AAT Level 4 or an equivalent qualification.
- Proven ability to explain complex topics in simple terms, both verbally and in writing.
- Experience in customer service with a focus on accuracy, problem resolution, and meeting performance standards.
- Strong interpersonal skills with the ability to build rapport and trust quickly.
- Comfort making judgment calls that prioritize customer needs while maintaining quality.
- Proficiency with digital tools including Google Workspace or Microsoft Office.
- Adaptability in a fast-moving environment where processes and priorities may shift frequently.
Work Schedule
This role follows a fixed shift pattern with rotating days. Employees must be available between 11:30 AM and 8:00 PM across different weekly schedules, including weekends. Consistent availability during these windows is required.
Our Culture
We value resilience, collaboration, and continuous growth. Success here means learning from challenges, working together across teams, and putting customers at the center of every decision. A mindset of empathy and curiosity will help you thrive in this role.
