Customer Experience Specialist - Accounting - Feb 2025

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. 

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

Are you accounting qualified or Cert IV in BookKeeping and passionate about helping small businesses thrive? With positions commencing 10th February - Use your accounting expertise to empower small businesses and accountants around the globe (and have fun while doing it!). We are looking to fill several roles in our Customer Experience team based in Melbourne.

How you’ll make an impact

Xero’s Customer Experience Team works together to provide 24/7 support to Xero users. We are Xero brand ambassadors and aim to delight our customers and make it easy for them to see how Xero adds value to their business.

The Customer Experience Specialist plays a key role at Xero and within Xero’s Customer Experience team. You will provide support and guidance to small business owners, bookkeepers and accountants when they reach out to us with a question and when we reach out to them proactively by phone.

Our aim is to help our customers through their queries quickly and efficiently. Sometimes you won’t know the right answer, but you’re the kind of person who is up for the challenge to use their curiosity, resourceful nature and enjoys solving problems to create beautiful experiences. You’ll be empowered to make decisions in the best interests of our customers and our business. 

We are looking to add Customer Experience Specialists to our team who will work the shifts as below: 

Monday - Friday, 9:30am - 6:00pm

Monday - Friday,10:30am - 7:00pm 

Monday - Friday,11:30am - 8:00pm 

Success looks like

• Providing exceptional support and advice on how our customers use their Xero subscription
• Adaptable to grow with the changing needs of our business and Customers
• Collaborates effectively with all teams across Xero
• Provides timely, accurate and helpful responses to customers as per agreed targets 
• Escalates priority issues and assists in the prompt resolution of these
• Captures and shares feedback from Customers regarding improvements to the Xero accounting application and its associated service delivery platform

What you’ll bring with you

• A passion for creating great customer experiences
• Clear and concise written and verbal communication skills
• An interest and understanding of technology and information systems
• A proactive approach to work
• A growth mindset
• Motivation to join a fun, friendly, high performing team in a fast-paced and dynamic work environment

You’re likely to be

• Empathetic – You'll be able to put yourself in your customers’ shoes and understand their individual circumstances
• Committed – You will want to do the best job you can possibly do to making customers lives better
• Curious – You're always looking to find different ways of doing things
• Attentive – You enjoy listening to customers and what matters most to them
• Connected – You want to develop strong, trust-based relationships
• Courageous – You are confident to make decisions in the best interests of our customers and our business, to drive positive change

Why Xero? 

Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, health insurance, life insurance, and income protection, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.

Our collaborative and inclusive culture is one we’re immensely proud of. We know that a diverse workforce is a strength that enables businesses, including ours, to better understand and serve customers, attract top talent and innovate successfully. We are a member of Pride in Diversity, in recognition of our inclusive workplace. Our goal is to make sure you feel welcome and supported to do the best work of your life. 

At Xero we embrace diversity and inclusion and value a #challenge mindset. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single competency or experience . If you are excited about this role, but your past experience doesn't align perfectly, we encourage you to apply anyway. You could be just the right person for this role and Xero. If you have any support or access requirements, we encourage you to advise us at time of application and throughout the interview process.