Serve as the first line of support for client enquiries via phone, email, and chat
Advise clients on day-to-day accounting queries (e.g. expenses, purchases, basic treatment questions)
Help clients through Xero usage, troubleshooting issues, and explaining features
Resolve routine and repeatable requests quickly using internal tools and knowledge bases
Accurately triage and escalate more complex queries (e.g. tax/accounting-specific) to our qualified accountants
Take ownership of customer issues, ensuring they are followed through and resolved in a timely and professional manner
Log support tickets and interactions clearly and consistently for traceability across teams
Communicate clearly around deadlines, required client inputs, and next steps
Handle a high volume of client interactions in a structured, calm, and efficient way
Collaborate with internal teams to improve service workflows and flag friction points

Requirements

Background in an accounting practice, bookkeeping role, or similar environment
Experience using Xero is a must; experience with other cloud accounting softwares would be nice-to-have
Comfortable explaining accounting concepts to non-finance clients in a clear and simple way
Confident handling phone calls, emails, and live queries simultaneously
Calm, empathetic, and efficient communicator, especially when dealing with time-sensitive or unclear client requests
Strong understanding of ticket logging, triage, and escalation processes
Experience logging and prioritising issues accurately while speaking with clients
Proactive attitude: able to anticipate follow-ups and reduce friction for clients

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

accountingbookkeepingticket loggingtriageescalationXerocloud accounting software

Soft Skills

communicationempathycalmnessefficiencyproactivityproblem-solving