Customer Experience Specialist - Accounting

Xero
Australia
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Education: certificationSkills: ["Communication","Problem-solving","Patience","Adaptability","Customer focus"]

Act as the first point of contact for small business owners, bookkeepers, and accountants needing help with Xero. Support customers via proactive outreach and incoming questions, using your accounting fundamentals to resolve issues and recommend next steps. Work within a Customer Experience team that manages cases across phone, email, and chat (Salesforce), while improving support with deeper accounting knowledge and evaluating generative AI to enhance customer outcomes.

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FursaFursa
Xero
Xero
22 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: 6 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Act as the first point of contact for small business owners, bookkeepers, and accountants needing help with Xero. Support customers via proactive outreach and incoming questions, using your accounting fundamentals to resolve issues and recommend next steps. Work within a Customer Experience team that manages cases across phone, email, and chat (Salesforce), while improving support with deeper accounting knowledge and evaluating generative AI to enhance customer outcomes.
Location: Australia
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Be the first point of contact for small business owners, bookkeepers, and accountants using Xero
  • •Support customers through proactive outreach and when they come to you with questions
  • •Manage and resolve customer queries across phone, email, and chat using Salesforce
  • •Use accounting fundamentals to ensure conversations are useful and recommend best next steps
  • •Collaborate with the team to improve accounting fundamentals and explore new technology (including generative AI) for customer support

Key Requirements

  • •An accounting or bookkeeping qualification at level 5 or above, or you’re working towards one
  • •Communicate clearly and confidently across phone, email, and online chat
  • •Solve customer problems thoroughly to properly resolve tricky queries
  • •Comfortable making outbound calls as well as responding to inbound requests
  • •Prior service experience with quality and turnaround targets, with a willingness to keep learning as things change
Experience:AccountingBookkeepingCustomer support
Education:Certification / Diploma in Accounting
Skills:CommunicationProblem-solvingPatienceAdaptabilityCustomer focus
Tech Stack:SalesforceGenerative 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