Customer Experience Specialist - Accounting

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

Be a trusted brand ambassador and provide world-class support to small business owners, bookkeepers, and accountants. Proactively reach out to help customers unlock value, turning complex issues into clear outcomes. Join a collaborative Customer Experience team focused on activation and retention, using reactive support, proactive calls, case management in Salesforce, and modern tools including Generative AI to deliver efficient, high-quality service.

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FursaFursa
Xero
Xero
20 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 7 months ago

Job Summary

Be a trusted brand ambassador and provide world-class support to small business owners, bookkeepers, and accountants. Proactively reach out to help customers unlock value, turning complex issues into clear outcomes. Join a collaborative Customer Experience team focused on activation and retention, using reactive support, proactive calls, case management in Salesforce, and modern tools including Generative AI to deliver efficient, high-quality service.
Location: Milton Keynes
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Provide reactive customer support and proactive outreach calls to encourage better product utilisation.
  • •Use case management tools (e.g., Salesforce) to capture details and ensure seamless service.
  • •Apply accounting fundamentals to resolve queries for new and experienced users.
  • •Leverage Generative AI and other new tools to enhance the customer experience delivery.
  • •Work with a Customer Experience team to improve activation and retention outcomes.

Key Requirements

  • •Strong foundation in accounting or bookkeeping via a completed qualification or current studies (e.g., AAT Level 4 or equivalent).
  • •Clear, concise communication to explain complex information simply by phone and email.
  • •Experience in a service-oriented environment meeting quality targets while solving problems efficiently.
  • •Ability to build trust and maintain positive customer and colleague relationships.
  • •Confidence using IT tools, including Google Workspace or Microsoft Office, and adapting quickly in a fast-paced environment.
Experience:AccountingBookkeepingCustomer supportSmall businessService-oriented
Education:Certification / Diploma in Accounting
Skills:CommunicationProblem-solvingEmpathyResilienceAdaptabilityCustomer relationship-buildingAccountability
Certifications:AAT Level 4
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