Customer Experience Specialist - Accounting

📋 Description

• First point of contact for small business owners, bookkeepers, and accountants needing help with
• Provide proactive outreach and help on questions, using accounting fundamentals
• Build trust and guide next best steps, may resolve on spot or escalate
• Collaborate across teams to resolve customer queries via multiple channels
• Hybrid work arrangement; three days/week in office (Wednesday mandatory); two days remote
• Start date expected 12 OCT 2026

🎯 Requirements

• Accounting or bookkeeping qualification level 5+ or working towards one
• Clear, confident communication on phone, email, chat
• Strong problem-solving and persistence with tricky queries
• Comfort with outbound calls and building trust with new contacts
• Service mindset, meeting quality/turnaround targets, willingness to learn
• Experience with customer service and Salesforce as core case management tool

🎁 Benefits

• Hybrid working model; in-office three days/week with some training in the office
• Opportunity to work with Xero’s accounting tools and adapt with AI tech