Customer Experience Specialist - Accounting

Manage customer queries across phone, email, and chat using Salesforce as the core case management tool, serving small business owners, bookkeepers, and accountants. Support clients through proactive outreach campaigns designed to help them unlock more value from Xero's accounting tools while resolving issues on the spot or escalating appropriately. Apply accounting fundamentals to ensure every conversation is genuinely useful, listening properly to understand the bigger picture of what Xero can do for their business. This role requires an accounting or bookkeeping qualification at level 5 or above and involves working within a hybrid arrangement of three office days per week (Wednesday mandatory), with an anticipated start date of 12 OCT 2026. The Customer Experience team collaborates across all functions to become trusted and efficient business advisors, exploring how generative AI can improve customer support.