---
title: 'Customer Experience Specialist - Accounting at Xero'
canonical: 'https://feeny.ai/job/customer-experience-specialist-accounting-xero-milton-keynes-6x7b62fyq68j'
type: 'job'
last_seen: '2026-09-12'
---

# Customer Experience Specialist - Accounting at Xero

- **Company:** [Xero](https://feeny.ai/companies/xero)
- **Location:** Milton Keynes, United Kingdom
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-08-13
- **Last confirmed live:** 2026-09-12
- **Apply:** https://jobs.ashbyhq.com/xero/b604b41a-5333-4b9f-98bd-07ae7f8a4c75

## Job description

## The role & impact

As a Customer Experience Specialist, you will be a key brand ambassador, providing world-class support and guidance to small business owners, bookkeepers, and accountants. Your mission is to become a trusted advisor, helping our customers unlock the full value of Xero’s features through proactive outreach and efficient problem-solving across various channels.

You will play a vital part in building a stronger economy by empowering our community with the tools they need to thrive. In this high-change environment, your resilience and empathy will ensure every customer receives a best-in-class experience, turning complex queries into simple, effective outcomes.

The team & how they connect You will join a collaborative Customer Experience team that works together to deliver high-quality support and drive positive customer outcomes like activation and retention. The team shares a growth mindset, constantly learning and refining their capabilities to stay ahead of our evolving strategy and technology.

Initially, you will focus on

- Supporting customers through a mix of reactive support and proactive calls to encourage better product utilisation.
- Embracing new tools and technology, including Generative AI, to enhance the delivery of our customer experience.
- Using case management applications like Salesforce to accurately capture details and ensure seamless service.
- Applying accounting fundamentals to resolve queries from both new users and seasoned professionals.

Where and how you can work This team operates a hybrid working arrangement, requiring three days per week in the office. 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 to our team who will work one of the following schedule:

- Sunday through Thursday, 11:30AM - 8PM
- Tuesday through Saturday, 11:30AM - 8PM

Please note that the anticipated start dates will be in 26 October 2026. There will also be an evening pay supplement for shifts ending at 8:00 PM.

Here are some of the things we are looking for

- You bring a strong foundation in accounting or bookkeeping, either through a completed qualification or current studies (e.g. AAT Level 4, or equivalent)
- Your communication style is clear and concise, allowing you to explain complex information simply whether you are on the phone or writing an email.
- You have experience in a service-oriented environment where you have successfully met quality targets and solved problems efficiently.
- A natural ability to build trust and maintain positive relationships with customers and colleagues alike is something you pride yourself on.
- You are confident in making decisions that benefit the customer and are comfortable using IT suites such as Google Workspace or Microsoft Office.
- Adapting to change comes easily to you, and you take personal accountability for achieving great results in a fast-paced setting.

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.

## About Xero

## Company Overview
- **One-liner**: Xero provides cloud-based accounting and financial management software for small businesses, serving over 4.9 million customers worldwide.
- **Entity Type**: Public (ASX: XRO, S&P/ASX 200 component)
- **Headquarters**: Wellington, New Zealand
- **Founded**: July 6, 2006
- **Founders**: Rod Drury, Hamish Edwards

## Core Business
- **Primary industry**: Cloud accounting software (SaaS)
- **Target customers**: Small businesses, accountants, and bookkeepers (B2B)
- **Mission**: To make life better for small businesses globally by automating routine tasks and delivering actionable insights.

## Products & Services
- **Xero Accounting Software**: Cloud-based platform for invoicing, bank reconciliation, expense tracking, payroll, and financial reporting. Sold by subscription (Starter, Standard, Premium tiers).
- **JAX – AI Finance Partner**: An AI-powered assistant integrated into Xero that automates routine tasks and provides insights to help businesses grow.
- **Xero Ecosystem**: Over 1,000 third-party app integrations via the Xero App Store, covering payments, inventory, CRM, and more.
- **Xero for Nonprofits**: Discounted subscriptions (25% off) for eligible nonprofit and community organisations.
- **Xero for Purpose**: Social impact initiatives including financial literacy programmes (Unlock Your Numbers), sustainability tools (Sumday carbon app), and the Xero Beautiful Business Fund (NZ$750,000+ in funding annually).

## Market Standing
- **Valuation/Market Cap**: Not disclosed in provided sources (publicly traded with market cap available on ASX; latest data not included in search results).
- **Key Metric**: Annual Revenue NZ$2.103 billion (FY2025); Net income NZ$227.8 million (FY2025).
- **Notable Investors/Partners**: Board Chair David Thodey; CEO Sukhinder Singh Cassidy. In June 2025, Xero announced an agreement to acquire Melio, a New York-based payments provider, for $2.5 billion.
- **Growth Signals**: Achieved Rule of 40 outcomes of 41.0% (May 2024) and 43.9% (Nov 2024). Customer base grew to 4.9 million. Headcount of 4,610 employees (2025). Expanding globally with offices in New Zealand, Australia, UK, US, Canada, South Africa, and Singapore.

## Competitive Advantages
- **Market leader** in cloud accounting across New Zealand, Australia, and the UK.
- **AI-first approach** with JAX, embedded directly into the core product to reduce manual work.
- **Extensive integration ecosystem** (1,000+ apps) creating high switching costs for customers.
- **Strong brand trust** built over 19 years with a focus on small business success.

## Strategic Focus
- **AI and automation**: Deepening AI capabilities (JAX) to deliver predictive insights and automate finance workflows.
- **Payments expansion**: Acquisition of Melio to strengthen payments capabilities for small businesses.
- **Sustainability**: Reducing carbon emissions (72% reduction in scope 1 & 2), offering free carbon accounting tools, and supporting small business sustainability.
- **Social impact**: Scaling programmes like the Beautiful Business Fund and financial literacy initiatives.

## Why Work Here
- **Culture**: Values-driven, human-centric organisation with a focus on making a tangible impact on small businesses globally.
- **Flexibility**: Emphasises a flexible environment and time for what matters most (remote/hybrid policy not explicitly stated but implied).
- **Perks & benefits**:
  - One paid day off per year for volunteering (Community Connect programme).
  - Free access to Sumday carbon accounting app for employees.
  - Financial literacy resources and mentorship programmes.
- **Engineering & innovation**: Dedicated Engineering and Data & AI teams (open roles visible on careers page). Global collaboration across 7+ countries.
- **Diversity & inclusion**: Indigenous inclusion initiatives (te ao Māori in NZ, Reconciliation Action Plan in Australia), support for Indigenous communities.
- **Sustainability focus**: Employees can contribute to environmental goals through company-wide initiatives.

## Sources
1. [Wikipedia – Xero](https://en.wikipedia.org/wiki/Xero)
2. [Xero About Page](https://www.xero.com/au/about/)
3. [Xero Careers – Inside Xero](https://careers.xero.com/inside-xero/)
4. [Xero Careers – Teams](https://careers.xero.com/)
5. [Xero Homepage](https://www.xero.com/)

## Other roles at Xero

- [Small Business Onboarding Specialist](https://feeny.ai/job/small-business-onboarding-specialist-xero-cape-town-ckyegg0g1wfz) — Cape Town, South Africa
- [Sales Development Specialist](https://feeny.ai/job/sales-development-specialist-xero-melbourne-shak0pynckqn) — Melbourne, Australia
- [Customer Growth Specialist](https://feeny.ai/job/customer-growth-specialist-xero-melbourne-nttx72xfyyvx) — Melbourne, Australia
- [Account Executive](https://feeny.ai/job/account-executive-xero-auckland-24xhvx12wnte) — Auckland, New Zealand
- [SEM Senior Manager](https://feeny.ai/job/sem-senior-manager-xero-brisbane-gj9tkq583dnm) — Brisbane, Australia
- [SEM Senior Manager](https://feeny.ai/job/sem-senior-manager-xero-sydney-wjxe3syb7874) — Sydney, Australia
- [SEM Senior Manager](https://feeny.ai/job/sem-senior-manager-xero-melbourne-38tzvghsmasf) — Melbourne, Australia
- [SEM Senior Manager](https://feeny.ai/job/sem-senior-manager-xero-auckland-94sjyamt3khc) — Auckland, New Zealand
- [Senior Engineer - Database](https://feeny.ai/job/senior-engineer-database-xero-auckland-9rfj2zffbkcs) — Auckland, New Zealand
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