Customer Experience Specialist - Accounting

Xero; Wellington; On-site; NZD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking Customer Experience Specialists to join their dynamic team. In this role, you will empower small business owners and accountants by providing exceptional support and guidance. You will utilize your problem-solving skills and accounting knowledge to assist customers efficiently, ensuring they maximize the value of their subscription. This forward-thinking company values its employees and offers generous benefits such as paid leave, wellness programs, and career development opportunities. If you are committed to delivering outstanding service and enjoy building relationships, this is the perfect opportunity for you.

Benefits

Generous Paid Leave

Paid Mental Wellbeing Leave

Employee Assistance Program

Free Medical Insurance

Wellbeing and Sports Programmes

Employee Resource Groups

26 Weeks Paid Parental Leave

Employee Share Plan

Flexible Working

Career Development Opportunities

Qualifications

• Experience in a service environment with quality targets.
• Strong problem-solving skills and ability to self-manage.

Responsibilities

• Provide exceptional support and advice to customers using Xero.
• Manage customer enquiries through to resolution and keep them updated.

Skills

Customer Service

Problem Solving

Communication Skills

Empathy

Attention to Detail

Education

Finance Qualification

Accounting Qualification

Commerce Qualification

Tools

Salesforce

Microsoft Office

Google Suite

Job description

Our Purpose

At Xero, we’re here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we’re not only making life better for small business, we’ll be building a stronger economy that can change the world.

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.

Commencing 16th June 2025, we are looking to add Customer Experience Specialists to our team who will work from 7am - 4pm OR 9am - 6pm, on a Sunday to Thursday OR Monday through Friday OR Sunday through Thursday schedule.

What you’ll do

• Bring your knowledge of Accounting fundamentals when replying to our customer support queries.
• Support Customers to get the most out of Xero, whether they are early in their adoption of cloud accounting software or seasoned professionals.
• Provide quality service to customers, focusing on finding ways to support them with their issues and queries accurately and within our targeted initial response times, through our Salesforce case management system, or by telephone. This will include queries related to accounting and bookkeeping processes.
• Take ownership of enquiries and manage them through to resolution, ensuring Customers are kept up-to-date at all times.
• Ensure that all case details are captured fully and accurately using case management applications.
• Communicate outcomes to customers simply, but effectively, ensuring that they are satisfied with the outcomes you give by written responses or by telephone.
• Participate in proactive call campaigns to ensure our customers are getting the most out of Xero.
• Escalate any issues that you are unable to resolve, whilst making sure that the customer is kept up-to-date as the case is escalated.
• Achieve agreed targets, particularly your quality and productivity targets.
• Find and share opportunities to improve the service offered to our customers and Xero processes.
• Keep yourself up-to-date with changes and training within Xero so that you can continue to offer great service to our customers.

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

• Previous experience in a service environment and working to service levels and quality targets
• Demonstrated experience in efficient problem solving and resolution
• Experienced IT skills - confident with Microsoft Office, Google suite.(Anyexperience with other small business accounting systems and/or case management toolsis beneficial)
• Finance, Accounting, Commerce or bookkeeping qualification (or working towards) essential
• Clear and concise communication, both written and on the phone
• Confidence to make outbound proactive phone calls
• Diligence and commitment to following through and resolving problems
• Initiative and ability to self-manage, along with flexibility
• Ability to build effective relationships
• A proven team player who proactively assists other team members

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, free medical insurance, 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.