Customer Experience Specialist - Accounting

Xero
Wellington
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Clear communication","Problem-solving","Judgement","Patience","Adaptability","Building trust"]

Serve as a first point of contact for small business owners, bookkeepers, and accountants using Xero, providing genuinely useful help through phone, email, and chat. Use accounting fundamentals to resolve questions, handle outbound outreach, and guide customers to the best next step—escalating when needed. Work within a Customer Experience team leveraging Salesforce case management while contributing to proactive campaigns and improving support with emerging technology, including generative AI.

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FursaFursa
Xero
Xero
22 hours ago

Customer Experience Specialist - Accounting

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Serve as a first point of contact for small business owners, bookkeepers, and accountants using Xero, providing genuinely useful help through phone, email, and chat. Use accounting fundamentals to resolve questions, handle outbound outreach, and guide customers to the best next step—escalating when needed. Work within a Customer Experience team leveraging Salesforce case management while contributing to proactive campaigns and improving support with emerging technology, including generative AI.
Location: Wellington
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide support to customers when they need help getting the most from Xero, acting as the first point of contact.
  • •Manage customer queries across phone, email, and chat using Salesforce as the core case management tool.
  • •Run proactive outreach campaigns to help customers unlock more value from Xero’s accounting tools.
  • •Apply accounting fundamentals and listening skills to determine the best next step, resolving issues on the spot or escalating appropriately.
  • •Collaborate with the team to build deeper accounting fundamentals and explore how generative AI and new technology can improve customer support.

Key Requirements

  • •Hold an accounting or bookkeeping qualification at level 5 or above, or be working towards one.
  • •Communicate clearly and confidently across phone, email, and online chat.
  • •Resolve tricky customer queries using strong problem-solving and judgement.
  • •Comfortable making outbound calls as well as responding to incoming requests.
  • •Experience working in a service environment with quality and turnaround targets.
Experience:AccountingBookkeepingCustomer support
Skills:Clear communicationProblem-solvingJudgementPatienceAdaptabilityBuilding trust
Tech Stack:Salesforce

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