Customer Experience Specialist - Accounting

Xero
Manchester
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Education: certificationSkills: ["Communication","Problem-solving","Empathy","Resilience","Relationship building","Adaptability","Accountability"]

Provide world-class, proactive customer support and guidance for small business owners, bookkeepers, and accountants. Work with a Customer Experience team to support reactive queries, make proactive outreach calls, and turn complex issues into clear outcomes. Use Salesforce case management and new tools including Generative AI, applying accounting fundamentals to resolve questions. Hybrid schedule with evening shift support (pay supplement for 8:00 PM end times).

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FursaFursa
Xero
Xero
16 hours ago

Customer Experience Specialist - Accounting

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Provide world-class, proactive customer support and guidance for small business owners, bookkeepers, and accountants. Work with a Customer Experience team to support reactive queries, make proactive outreach calls, and turn complex issues into clear outcomes. Use Salesforce case management and new tools including Generative AI, applying accounting fundamentals to resolve questions. Hybrid schedule with evening shift support (pay supplement for 8:00 PM end times).
Location: Manchester
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Support customers through a mix of reactive support and proactive calls to encourage better product utilisation.
  • •Use case management applications like Salesforce to capture accurate details and ensure seamless service.
  • •Embrace new tools and technology, including Generative AI, to enhance customer experience delivery.
  • •Apply accounting fundamentals to resolve queries for both new users and experienced professionals.
  • •Deliver best-in-class customer support in a fast-paced, high-change environment by turning complex queries into clear outcomes.

Key Requirements

  • •A strong foundation in accounting or bookkeeping via a completed qualification or current studies (e.g., AAT Level 4 or equivalent).
  • •Clear, concise communication skills to explain complex information simply on the phone and in writing.
  • •Experience in a service-oriented environment, meeting quality targets and solving problems efficiently.
  • •Ability to build trust and maintain positive relationships with customers and colleagues.
  • •Confidence using IT tools and comfort using IT suites such as Google Workspace or Microsoft Office.
Education:Certification / Diploma
Skills:CommunicationProblem-solvingEmpathyResilienceRelationship buildingAdaptabilityAccountability
Certifications:AAT Level 4
Tech Stack:SalesforceGenerative AIGoogle WorkspaceMicrosoft Office

Company Brief

Xero
Provides cloud-based accounting, payroll, and financial management software for small and medium-sized businesses, enabling invoicing, bank reconciliation, reporting, and integrations with third-party apps globally.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Wellington, New Zealand
Founded: 2006
WebsiteLinkedIn