Customer Experience Specialist - Accounting

📋 Description

• Be first point of contact for small business owners, bookkeepers, and accountants.
• Provide proactive outreach to help customers maximise Xero features and value.
• Use accounting fundamentals to ensure conversations are genuinely useful.
• Decide next steps and escalate when needed.
• Collaborate across channels (phone, email, chat) to resolve queries.
• Explore generative AI and new tech to improve customer support.

🎯 Requirements

• An accounting or bookkeeping qualification level 5+ or studying towards one.
• Clear, confident communication on phone, email, or chat.
• Problem-solving mindset to resolve tricky queries.
• Comfort with outbound calls and responding to customers.
• Ability to build trust with customers you haven’t met.
• Experience in a service environment with quality and turnaround targets.