Customer Experience Specialist - Accounting

XeroUK: Manchester (Landmark, St Peter's Square, 1 Oxford St)

On-site Full-time

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Experience Level

Experience

Qualifications

Key QualificationsA solid background in accounting or bookkeeping, either through formal education or hands-on experience. Strong communication skills, both verbal and written, with a passion for customer service. Ability to adapt to new tools and technologies quickly. Proficient in using case management software, ideally Salesforce. Empathy and resilience in customer interactions.

About the job

Building trust sits at the heart of this role. Specialists deliver clear, actionable solutions to a wide range of queries, making accounting tools more accessible for users at all experience levels. The work directly supports the small business community by ensuring everyone can get value from Xero, regardless of the complexity of their needs.

Team culture

The Customer Experience team values collaboration and ongoing learning. Team members share knowledge and support each other, aiming for strong outcomes in customer activation and retention. Adapting to new strategies and technologies is part of the team’s everyday work.

Main responsibilities

Assist customers with both reactive support and proactive outreach, helping them use Xero’s products more effectively.
Use new technologies, including Generative AI, to improve the customer experience.
Document interactions and manage cases with tools such as Salesforce to ensure smooth service delivery.
Apply accounting knowledge to address questions from users with different backgrounds and experience levels.

Work schedule options

This role requires committing to one of the following schedules:

Monday to Friday, 11:30 AM - 8 PM
Tuesday to Saturday, 11:30 AM - 8 PM
Sunday to Thursday, 11:30 AM - 8 PM

Anticipated start date: June 22, 2026.

About Xero

Xero is a leading global accounting software provider, dedicated to helping small businesses thrive through innovative technology and exceptional customer service.

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Customer Experience Specialist at Xero | Manchester, UK

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Full-time|On-site|UK: Manchester (Landmark, St Peter's Square, 1 Oxford St)

Role overview Customer Experience Specialists at Xero serve as the face of the brand, supporting users with a variety of accounting and bookkeeping questions. This position involves assisting both new and experienced customers, always aiming to provide quick and thoughtful service. Each interaction, whether by phone, email, or chat, relies on empathy and att…

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Customer Experience Specialist - Accounting at Xero | Manchester, UK

Xero

Full-time|On-site|UK: Manchester (Landmark, St Peter's Square, 1 Oxford St)

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Customer Experience Specialist - Accounting

Xero

Full-time|On-site|UK: Manchester (Landmark, St Peter's Square, 1 Oxford St)

Xero seeks a Customer Experience Specialist - Accounting for its Manchester office at Landmark, St Peter's Square. This position focuses on supporting small business owners, accountants, and bookkeepers as they navigate Xero’s accounting platform. Specialists serve as brand ambassadors, helping customers understand product features and resolving their questions across several communication channels. Building trust sits at the heart of this role. Specialists deliver clear, actionable solutions to a wide range of queries, making accounting tools more accessible for users at all experience levels. The work directly supports the small business community by ensuring everyone can get value from Xero, regardless of the complexity of their needs. Team culture The Customer Experience team values collaboration and ongoing learning. Team members share knowledge and support each other, aiming for strong outcomes in customer activation and retention. Adapting to new strategies and technologies is part of the team’s everyday work. Main responsibilities Assist customers with both reactive support and proactive outreach, helping them use Xero’s products more effectively. Use new technologies, including Generative AI, to improve the customer experience. Document interactions and manage cases with tools such as Salesforce to ensure smooth service delivery. Apply accounting knowledge to address questions from users with different backgrounds and experience levels. Work schedule options This role requires committing to one of the following schedules: Monday to Friday, 11:30 AM - 8 PM Tuesday to Saturday, 11:30 AM - 8 PM Sunday to Thursday, 11:30 AM - 8 PM Anticipated start date: June 22, 2026.

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