Customer Experience Specialist - Accounting

The role & impact As a Customer Experience Specialist – Accounting, you’ll be a first point of contact for small business owners, bookkeepers, and accountants when they need help getting the most from Xero. You’ll support customers through proactive outreach as well as when they come to us with a question, drawing on your accounting fundamentals to make sure every conversation is genuinely useful, not just quick. Beyond solving the problem in front of you, you’ll help customers see the bigger picture of what Xero can do for their business. That means listening properly, putting yourself in their shoes, and using good judgement to work out the best next step, whether that’s resolving something on the spot or knowing when to bring someone else in. It’s a role that calls for patience and adaptability in equal measure, and the impact shows up in the trust customers place in Xero because of you. The team & how they connect The Customer Experience team works together to provide world-class support, aiming to become trusted and efficient business advisors to Xero customers. The team supports small business owners, bookkeepers, and accountants. They collaborate effectively across all teams at Xero, working to quickly and efficiently resolve customer queries through a variety of channels. The team is currently working on - Managing customer queries across phone, email, and chat, with S...