Customer Experience Specialist - Accounting

Xero
Milton Keynes
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Education: certificationSkills: ["Communication","Empathy","Problem-solving","Relationship building","Adaptability","Decision-making"]

Serve as a brand ambassador for Xero, delivering world-class support to small business owners, bookkeepers, and accountants. Build trust through proactive outreach and efficient issue resolution across multiple channels, helping customers unlock the value of Xero’s features. Work with a collaborative Customer Experience team focused on activation and retention, using tools like Salesforce and embracing new technologies including Generative AI. Leverage accounting fundamentals to handle queries from new and experienced users.

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FursaFursa
Xero
Xero
16 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 6 months ago

Job Summary

Serve as a brand ambassador for Xero, delivering world-class support to small business owners, bookkeepers, and accountants. Build trust through proactive outreach and efficient issue resolution across multiple channels, helping customers unlock the value of Xero’s features. Work with a collaborative Customer Experience team focused on activation and retention, using tools like Salesforce and embracing new technologies including Generative AI. Leverage accounting fundamentals to handle queries from new and experienced users.
Location: Milton Keynes
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Provide reactive support and make proactive calls to improve product utilisation.
  • •Deliver best-in-class customer experience by resolving complex queries efficiently across channels.
  • •Use case management tools (e.g., Salesforce) to capture details accurately and ensure seamless service.
  • •Apply accounting fundamentals to support both new users and experienced professionals.
  • •Embrace new tools and technology, including Generative AI, to enhance customer experience delivery.

Key Requirements

  • •Have a strong foundation in accounting or bookkeeping via a completed qualification or current studies (e.g., AAT Level 4 or equivalent).
  • •Communicate clearly and concisely, explaining complex information simply by phone and email.
  • •Have experience in a service-oriented environment, meeting quality targets and solving problems efficiently.
  • •Build trust and maintain positive relationships with customers and colleagues.
  • •Be comfortable using IT tools (e.g., Google Workspace or Microsoft Office) and adapting to change in a fast-paced setting.
Experience:AccountingBookkeepingCustomer support
Education:Certification / Diploma
Skills:CommunicationEmpathyProblem-solvingRelationship buildingAdaptabilityDecision-making
Tech Stack:SalesforceGoogle WorkspaceMicrosoft OfficeGenerative AI

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