What you’ll do
- Guide our new users through their initial interactions with the product, building confidence and competence
- Utilise your strong understanding of how Xero works and the value it can add to small businesses; driving customer conversion, retention and advocacy
- Help implement successful processes and procedure improvements to ensure efficient and effective customer interactions which contribute to improved conversion and retention
- Leverage available data and insights to add maximum value to each interaction with a customer to provide a dynamic and personalised experience
- Explain core product features along with relevant adjacent products to our customers, and effectively demonstrate their value based on customer needs
- Administer iterative test-and-learn projects, at all stages of the marketing funnel and customer journey
- Work cross-functionally with marketing, sales ops, Go-To-Market and other internal teams to identify and provide feedback for areas of improvement and help optimise the customer experience
- Contribute to key projects and initiatives within the Asia region
- Deliver presentations to our strategic partners, Government organisations, app ecosystem Partners and financial partners
- Assist with technical questions from customers and direct them to self service through Xero Support and Xero Central or to a Xero Accountant or Bookkeeping Partner for implementation.
What success looks like
- Achieve or surpass conversion and retention targets aligned with regional growth goals
- Meet required call, email volume, and qualitative metrics as set by your Leader
- Collaborate with the regional and global sales team to share knowledge, experience and capitalise on opportunities quickly and efficiently
- Build a deep understanding of key customer journey milestones and and able to execute key pieces of work that are assigned in order to help achieve this strategy
- Build a deep understanding of Xero products to confidently speak to customers about our product offerings and clearly articulate the value proposition.
What you’ll bring with you
- Prior experience in a customer facing role, preferably in a fast growing, SaaS company
- Clear and concise verbal and written communication skills
- Customer-focused mindset with a willingness to provide exceptional experiences to our customers
- Team player attitude who enjoys collaborating and working in a cross-functional team environment
- Get Stuff Done attitude with strong ownership and follow through when completing tasks
- Grit and an open mind to test and try things differently and push through difficult scenarios
- Human-centred design mindset to innovate, improve processes and create experiences our customers love
- Ability to speak Mandarin, Cantonese or other Asian language is a plus.
Xero Compensation & Benefits Highlights
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Leave & Time Off Breadth — The U.S. package lists 21 days of annual leave, 10 days of wellbeing leave, five “Xtra” days, three year‑end company holidays, and a paid volunteer day. Global materials also point to 20+ days of annual leave and additional wellbeing time across regions, indicating broad coverage beyond the U.S.
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Parental & Family Support — Primary caregivers can receive up to 26 weeks of fully paid parental leave, with six weeks of paid partner leave. Family‑forming benefits (e.g., Carrot) and counseling/coaching access for employees and immediate family further strengthen support.
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Healthcare Strength — Medical (Cigna and Kaiser options), dental (Cigna PPO), and vision (VSP) are complemented by life, AD&D, and short/long‑term disability coverage. Modern Health mental‑health support and a funded ThrivePass wellbeing account add depth to the health offering.
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.
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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.
