🛠 Tech Stack

💼 About This Role

You'll act as a brand ambassador and trusted advisor, helping small business owners and accountants unlock the full value of Xero. Your core impact is delivering best-in-class support through empathy and proactive problem-solving. You'll use modern tools including Generative AI to enhance customer experience.

🎯 What You'll Do

• Handle customer queries via phone, email, and chat
• Conduct proactive outbound call campaigns
• Manage cases using Salesforce and other tools
• Collaborate with team to improve support processes

📋 Requirements

• Experience in a service environment with SLAs and quality targets
• Clear and authentic communication skills
• Confidence to make proactive outbound calls
• Proficiency with IT tools like Microsoft Office or Google Suite

✨ Nice to Have

• Experience with accounting systems or case management tools

🎁 Benefits & Perks

• 🏖️ Flexible hybrid work (3 days office, 2 home)
• 📚 Learning and development opportunities
• 💻 Modern tools and technology
• 🤝 Collaborative team culture

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Role-specific Assessment· 1 hour

🚩 Heads Up

• Mandatory office day Wednesday
• Initial training period requires full-time office attendance
• Late start date (June 2026)