Customer Experience Specialist - Accounting

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

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, 10:00am - 7:00pm
• Tuesday through Saturday, 9:00am - 6:00pm
• Tuesday through Saturday 10:00am - 7:00pm

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.