Customer Experience Specialist - Accounting

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

Be the first point of contact for small business owners, bookkeepers, and accountants, helping them get the most from Xero through proactive outreach and responsive support. Use your accounting fundamentals to resolve issues quickly and accurately, while also explaining the bigger picture so customers can see how Xero supports their business. Partner with a Customer Experience team that uses Salesforce to deliver efficient, high-quality support via phone, email, and chat.

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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 4 months ago

Job Summary

Be the first point of contact for small business owners, bookkeepers, and accountants, helping them get the most from Xero through proactive outreach and responsive support. Use your accounting fundamentals to resolve issues quickly and accurately, while also explaining the bigger picture so customers can see how Xero supports their business. Partner with a Customer Experience team that uses Salesforce to deliver efficient, high-quality support via phone, email, and chat.
Location: Auckland
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Provide first-point customer support for small business owners, bookkeepers, and accountants when they need help using Xero.
  • •Support customers through proactive outreach as well as inbound questions across phone, email, and chat.
  • •Use accounting fundamentals to resolve issues on the spot and determine when to escalate or involve others.
  • •Help customers understand the bigger picture of how Xero can support their business and unlock more value.
  • •Maintain quality and efficiency while supporting customer queries using Salesforce as the core case management tool.

Key Requirements

  • •An accounting or bookkeeping qualification that is level 5 or above, or you’re working towards one.
  • •Communicate clearly and confidently on the phone, in writing, and through online chat.
  • •Enjoy working through tricky queries until they’re properly resolved.
  • •Comfortable making outbound calls and reaching out as well as responding.
  • •Experience in a service environment, meeting quality and turnaround targets, with a desire to keep learning.
Experience:AccountingBookkeepingCustomer service
Skills:Clear communicationProblem-solvingPatienceAdaptabilityBuilding 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