Accounting CX Specialist — Hybrid with Proactive Support

JobSpace; Napier; Hybrid; NZD 60,000 - 76,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Xero is seeking a Customer Experience Specialist - Accounting to be the first point of contact for small business owners, bookkeepers and accountants. You’ll support customers, resolve queries, and provide proactive guidance to help them get more value from Xero’s tools.

The role requires accounting knowledge, strong communication, and a proactive, customer‑driven approach. It is a hybrid position with in‑office days and remote work options, plus initial full‑time office training.

Qualifications

• Must have an accounting or bookkeeping qualification at level 5 or above (or be working towards one).
• Demonstrates clear and confident communication across phone, email, or chat.
• Able to troubleshoot and resolve queries with persistence and accuracy.

Responsibilities

• Handle customer queries across phone, email, and chat with Salesforce as the core case tool.
• Conduct proactive outreach to help customers unlock more value from Xero’s accounting tools.
• Build deeper accounting knowledge within the team to support users from new to experienced.
• Explore how generative AI and new technology can improve customer support.

Skills

Clear communication

Problem solving

Outbound calls

Trust building

Service environment experience

Education

Accounting or bookkeeping qualification (level 5+)

Tools

Salesforce

Job description

Xero is seeking a Customer Experience Specialist - Accounting to be the first point of contact for small business owners, bookkeepers and accountants. You’ll support customers, resolve queries, and provide proactive guidance to help them get more value from Xero’s tools.

The role requires accounting knowledge, strong communication, and a proactive, customer‑driven approach. It is a hybrid position with in‑office days and remote work options, plus initial full‑time office training.