Customer Experience Specialist - Accounting

The role & impact As a Customer Experience Specialist, you will be a key brand ambassador, providing world-class support and guidance to small business owners, bookkeepers, and accountants. Your mission is to become a trusted advisor, helping our customers unlock the full value of Xero’s features through proactive outreach and efficient problem-solving across various channels. You will play a vital part in building a stronger economy by empowering our community with the tools they need to thrive. In this high-change environment, your resilience and empathy will ensure every customer receives a best-in-class experience, turning complex queries into simple, effective outcomes. The team & how they connect You will join a collaborative Customer Experience team that works together to deliver high-quality support and drive positive customer outcomes like activation and retention. The team shares a growth mindset, constantly learning and refining their capabilities to stay ahead of our evolving strategy and technology. Initially, you will focus on - Supporting customers through a mix of reactive support and proactive calls to encourage better product utilisation. - Embracing new tools and technology, including Generative AI, to enhance the delivery of our customer experience. - Using case management applications like Salesforce to accurately capture details and ensure seamless service