Customer Experience Specialist - Accounting

Our Purpose

At Xero, we’re here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we’re not only making life better for small business, we’ll be building a stronger economy that can change the world.

How you’ll make an impact

Xero’s Customer Experience Team works together to provide 24 / 7 support to Xero users. We are Xero brand ambassadors and aim to delight our customers and make it easy for them to see how Xero adds value to their business.

The Customer Experience Specialist plays a key role at Xero and within Xero’s Customer Experience team. You will provide support and guidance to small business owners, bookkeepers and accountants when they reach out to us with a question and when we reach out to them proactively by phone.

Our aim is to help our customers through their queries quickly and efficiently. Sometimes you won’t know the right answer, but you’re the kind of person who is up for the challenge to use their curiosity, resourceful nature and enjoys solving problems to create beautiful experiences. You’ll be empowered to make decisions in the best interests of our customers and our business.

Commencing 16th June 2025, we are looking to add Customer Experience Specialists to our team who will work from 7am - 4pm OR 9am - 6pm, on a Sunday to Thursday OR Monday through Friday OR Sunday through Thursday schedule.

What you’ll do

• Bring your knowledge of Accounting fundamentals when replying to our customer support queries.
• Support Customers to get the most out of Xero, whether they are early in their adoption of cloud accounting software or seasoned professionals.
• Provide quality service to customers, focusing on finding ways to support them with their issues and queries accurately and within our targeted initial response times, through our Salesforce case management system, or by telephone. This will include queries related to accounting and bookkeeping processes.
• Take ownership of enquiries and manage them through to resolution, ensuring Customers are kept up-to-date at all times.
• Ensure that all case details are captured fully and accurately using case management applications.
• Communicate outcomes to customers simply, but effectively, ensuring that they are satisfied with the outcomes you give by written responses or by telephone.
• Participate in proactive call campaigns to ensure our customers are getting the most out of Xero.
• Escalate any issues that you are unable to resolve, whilst making sure that the customer is kept up-to-date as the case is escalated.
• Achieve agreed targets, particularly your quality and productivity targets.
• Find and share opportunities to improve the service offered to our customers and Xero processes.
• Keep yourself up-to-date with changes and training within Xero so that you can continue to offer great service to our customers.

Success looks like

What you’ll bring with you

You’re likely to be

Why Xero?

Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, free medical insurance, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.

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