Customer Experience Specialist - Accounting

Xero
New Zealand
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Education: certificationSkills: ["Communication","Problem-solving","Patience","Adaptability","Trust-building"]

Serve as a first point of contact for small business owners, bookkeepers, and accountants, helping them get the most from Xero’s accounting tools. Handle customer questions across phone, email, and chat using Salesforce, delivering genuinely useful support through strong accounting fundamentals and good judgement. Contribute to proactive outreach campaigns, build deeper team knowledge, and support initiatives including generative AI to improve customer experience. Hybrid role with onboarding initially fully onsite.

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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 5 months ago

Job Summary

Serve as a first point of contact for small business owners, bookkeepers, and accountants, helping them get the most from Xero’s accounting tools. Handle customer questions across phone, email, and chat using Salesforce, delivering genuinely useful support through strong accounting fundamentals and good judgement. Contribute to proactive outreach campaigns, build deeper team knowledge, and support initiatives including generative AI to improve customer experience. Hybrid role with onboarding initially fully onsite.
Location: New Zealand
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Provide first-contact support to small business owners, bookkeepers, and accountants to help them get the most from Xero.
  • •Support customers through proactive outreach and when they come to you with questions.
  • •Manage customer queries across phone, email, and chat using Salesforce as the core case management tool.
  • •Use accounting fundamentals and good judgement to determine the best next step, resolving issues or escalating when needed.
  • •Help drive initiatives such as proactive campaigns, growing accounting fundamentals knowledge across the team, and exploring generative AI to improve support.

Key Requirements

  • •An accounting or bookkeeping qualification that is level 5 or above, or you’re working towards one, is essential.
  • •Communicate clearly and confidently across phone, email, and online chat.
  • •Solve problems effectively and work through tricky queries until properly resolved.
  • •Be comfortable making outbound calls as well as responding to inbound questions.
  • •Have prior experience in a service environment with quality and turnaround targets, and a desire to keep learning as things change.
Experience:AccountingBookkeepingCustomer support
Education:Certification / Diploma in Accounting
Skills:CommunicationProblem-solvingPatienceAdaptabilityTrust-building
Tech Stack:SalesforceEmailChatPhoneGenerative 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