Accounting CX Specialist - Hybrid, Proactive Advisor

Xero; Napier; Hybrid; NZD 60,000 - 75,000; Full time

Job summary

Xero is seeking a Customer Experience Specialist – Accounting in Napier to be the first point of contact for small business owners, bookkeepers, and accountants, ensuring conversations are genuinely helpful through accounting fundamentals.

In a hybrid role, you’ll split time between the office and home, handle queries via phone, email and chat, and help customers unlock more value from Xero’s accounting tools while building trust with our customers.

Qualifications

• You communicate clearly and confidently across phone, email, or chat.
• Problem-solving comes naturally and you work through queries until resolved.
• Outbound calls are part of the role and you’re comfortable reaching out as needed.

Responsibilities

• Manage customer queries across phone, email, and chat with Salesforce as the core tool.
• Run proactive outreach campaigns to help customers unlock more value from Xero’s tools.
• Build deeper accounting knowledge across the team to support new and existing users.

Skills

Communication

Problem-solving

Outbound calls

Trust-building

Education

Accounting qualification (Level 5+)

Tools

Salesforce

Job description

Xero is seeking a Customer Experience Specialist – Accounting in Napier to be the first point of contact for small business owners, bookkeepers, and accountants, ensuring conversations are genuinely helpful through accounting fundamentals.

In a hybrid role, you’ll split time between the office and home, handle queries via phone, email and chat, and help customers unlock more value from Xero’s accounting tools while building trust with our customers.