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 Salesforce as the core case management tool
Running proactive outreach campaigns to help customers unlock more value from Xero’s accounting tools
Building deeper accounting fundamentals knowledge across the team to support everyone from new users to seasoned accounting professionals
Exploring how generative AI and new technology can improve the way the team supports customers
Where and how you can work
This team operates a hybrid working arrangement, requiring three days per week in the office, with Wednesday as a mandatory day. You will be able to work from home for the remaining two days. Please note, the initial training period for this role will require you to be fully in the office five days a week.
We are looking to add Customer Experience Specialists - Accounting to join our team who will work one of the following schedules:
Sunday through Thursday, 11:00am - 8:00pm
Tuesday through Saturday, 11:00am - 8:00pm
Please note that the anticipated start date will be 12 OCT 2026.
Here are some of the things we’re looking for, for this role
An accounting or bookkeeping qualification that is level 5 or above, or you’re working towards one, is essential for this role.
You communicate clearly and confidently, whether you’re on the phone, writing an email, or chatting with a customer online.
Problem-solving comes naturally to you, and you enjoy working through a tricky query until it’s properly resolved.
Making outbound calls doesn’t faze you; you’re just as comfortable reaching out as you are responding.
Building trust with people you’ve never met is something you do well, and it shows in how customers respond to you.
You’ve worked in a service environment before, met quality and turnaround targets, and you’re keen to keep learning as things change.
Apply even if your experience isn’t a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.
Skills Required
- Accounting or bookkeeping qualification level 5 or above, or working towards one
- Clear and confident communication across phone, email, and chat
- Strong problem-solving skills and persistence to resolve complex queries
- Comfortable making outbound calls as well as responding to inbound contacts
- Experience working in a service environment, meeting quality and turnaround targets
- Ability to build trust with customers and show empathy in interactions
- Availability to work assigned schedule (Sun–Thu or Tue–Sat, 11:00am–8:00pm) including weekends
- Willingness and ability to attend full-time in-office training period
- Work in a hybrid arrangement with three days per week in office (Wednesday mandatory)
- Familiarity with Salesforce (case management) or similar CRM tools
Xero Compensation & Benefits Highlights
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Leave & Time Off Breadth — Paid time off is extensive in the U.S., including 21 days of annual leave, 10 wellbeing days, five “Xtra” days, three year‑end company holidays, and a paid volunteer day. Feedback suggests this structure provides meaningful flexibility for rest and personal needs.
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Parental & Family Support — Primary caregivers receive 26 weeks fully paid leave and partners receive six weeks, with additional family‑forming support available. Feedback suggests this depth of caregiver support stands out within the package.
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Wellbeing & Lifestyle Benefits — Employees have access to Modern Health coaching/counseling, Carrot fertility benefits, and an employer‑funded ThrivePass wellbeing allowance. Feedback suggests these offerings create a holistic wellbeing layer beyond standard medical coverage.
Xero Insights
What We Do
Xero is small business accounting software that provides a platform on which businesses can build a fully integrated solution. It’s designed to make life better for people in small business, their advisors, and communities around the world. Xero minimises tedious admin by automating routine tasks, delivers valuable insights when needed, and brings together business data, trusted advisors, and powerful apps in one intuitive platform. By alleviating pain points, Xero empowers small business owners to supercharge their business, simplifying the complex and freeing up time from manual admin so they can focus on what really matters to build the business they’ve always envisaged.
Why Work With Us
Xero is a human-centric organization where you’ll have a tangible impact on the success of small businesses and their communities, globally. Our team of energised, forward-thinkers work to make life better for our customers and each other every day. We’re also always committed to supporting you with a flexible environment.
Gallery
Xero Teams
Xero Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Join us from home or at one of our beautiful workspaces. Xero has offices in Australia, New Zealand, United Kingdom, United States, Canada, Singapore, and South Africa.
