Customer Experience Specialist - Accounting

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. 

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

How you’ll make an impact

Xero’s Customer Experience Team is made up of product experts, based in NZ, AU, US and UK, who work together to provide 24/7 support to Xero users. We aim to delight our customers and make it easy for them to see how Xero adds value to their business.

As a CX Accounting specialist, you will be investigating and responding to queries sent in by customers when they encounter issues with our software, or just need a helping hand to get something done. Through written replies and outbound phone calls, we aim to give each customer prompt, customized, and easy-to-understand information about using Xero, in order to help their business thrive. No two days at Xero will be quite the same. As you build your knowledge and confidence, there will be opportunities to up-skill and specialize in the support of additional areas of our software.

• Effective resolution and prioritization of customer support requests relating to our accounting software within our targeted initial response times, quality, and productivity expectations 
• Maintain a high quality of customer interaction and support via both written message and phone to either resolve the issue or request further information/clarification regarding their query
• Maintain a high quality of written communication in an agreed style and formatCollaborate with team members to provide high quality customer experience
• Contribute to the continuous improvement of the Xero customer experience, including internal processes and the Xero application functionality
• Problem solving for technical issues using a variety of resources and team collaboration
• Other Accounting and Product Support related tasks
• Perform in a hybrid working environment to capitalize on collaboration and flexibility, working from the office 3 days a week

• Regularly demonstrating Xero’s core values - Human, Team, Challenge, Ownership, and Beautiful
• Ability to meet performance expectations to drive #beautiful customer experience outcomes while servicing high customer demand
• Accurate diagnosis and technical troubleshooting of product bugs and issues on customer issues
• Timely, accurate, and helpful responses to customer support cases as per the agreed targets
• Efficient escalation of priority issues to assist in prompt case resolution
• Provide feedback on processes and product improvements to the CX Management Team

• Experience in accounting, or understanding of accounting principles
• Prior experience working with accounting software or small business financial operations or software (i.e. accounting degree or business degree with accounting classes, experience as a user of Xero or equivalent product, experience as an accountant or bookkeeper, experience with small business operations and services)
• Excellent verbal and written communication
• Diligence and commitment to following through and resolving problems
• A mature and passionate approach to doing great work, including receptivity to feedback
• Initiative and ability to self manage, along with adaptability and flexibility
• Ability to build effective relationships
• A fast learner, familiar and comfortable with technology 
• A resilient team player committed to proactively helping other  team members
• An ability to think outside the box when problem solving 
• Strong troubleshooting skills and curiosity to test  scenarios in the Xero user interface for issue diagnosis and resolution
• Experience within a customer service environment is preferred
• Experience in a small business is desirable
• Experience working in collaborative, people-first (ie. customers, peers, and others) environments

Xero celebrates diversity. We are committed to creating an inclusive environment where our employees can do the best work of their lives. We are committed to transparency and to equal pay for equal work. Total compensation for this role includes a base salary of $48,000 - $53,000, commensurate with experience, plus an annual grant of Xero shares, calculated as a percentage of base salary.

This role is non-exempt and candidates must be available to start March 20, 2023.

Thank you for your interest in Xero. Please note that the Xero talent team will be on leave during the festive period, and will follow up on applications as soon as possible upon our return in mid-January.

Why Xero? 

Diversity of people brings diversity of thought, and we like that. A collaborative and inclusive environment is important to us. Working at Xero will provide you with a diverse and inclusive environment alongside people who will respect, challenge and support you to have fun while you do the best work of your life. We are a place where personal development, flexible working, innovation, and well-being are not just inspired but celebrated. We value our people and offer a wide range of compelling benefits and perks, including Xero shares and great parental leave policies.   

Xero’s collaborative culture is underscored by our values - #Ownership, #Challenge, #Beautiful, #Human and #Team - which empower us to understand and serve customers, attract top talent and continuously innovate. From the moment you step through our doors, you’ll feel welcome and supported to do the best work of your life. At Xero we embrace diversity and inclusion and value a #challenge mindset.

Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single competency or experience. If you are excited about this role, but your past experience doesn't align perfectly, we encourage you to apply anyway. You could be just the right person for this role and Xero. If you have any support or access requirements, we encourage you to advise us at time of application and throughout the interview process.