Customer Experience Specialist - Accounting

📋 Description

• Be first point of contact for small business owners, bookkeepers, and accountants using Xero.
• Conduct proactive outreach to help customers unlock more value.
• Listen carefully and guide the best next step for each case.
• Resolve issues on the spot or know when to bring in a teammate.
• Build accounting fundamentals knowledge across the team.
• Explore how generative AI and new technology can improve support.

🎯 Requirements

• Accounting or bookkeeping qualification level 5+ or working toward one.
• Clear and confident communication on phone, email, or chat.
• Strong problem-solving to resolve tricky queries.
• Comfort with outbound calls as well as responding to customers.
• Ability to build trust with people you’ve never met.
• Service environment experience with quality/turnaround targets and willingness to learn.