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.
Support customers through a mix of reactive support and proactive calls to encourage better product utilisation.
Embrace new tools and technology, including Generative AI, to enhance the delivery of our customer experience.
Use case management applications like Salesforce to accurately capture details and ensure seamless service.
Apply accounting fundamentals to resolve queries from both new users and seasoned professionals.

You bring a strong foundation in accounting or bookkeeping, either through a completed qualification or current studies (e.g. AAT Level 4, or equivalent)
Your communication style is clear and concise, allowing you to explain complex information simply whether you are on the phone or writing an email.
You have experience in a service-oriented environment where you have successfully met quality targets and solved problems efficiently.
A natural ability to build trust and maintain positive relationships with customers and colleagues alike is something you pride yourself on.
You are confident in making decisions that benefit the customer and are comfortable using IT suites such as Google Workspace or Microsoft Office.
Adapting to change comes easily to you, and you take personal accountability for achieving great results in a fast-paced setting.

Customer Experience Specialist – Accounting

Key skills