Provide phone, email, and chat support to small business owners, bookkeepers, and accountants using Xero. Resolve accounting and product queries, conduct proactive outreach, identify appropriate next steps, and escalate when needed. Build customer trust through clear communication, sound judgment, patience, and problem-solving. Work toward quality and turnaround targets while developing accounting knowledge and adapting to new technologies, including generative AI.

Own the customer journey from initial contact through the first 90 days. Handle inbound leads, conduct discovery conversations and product demonstrations, guide customers through setup and adoption, and deliver individual or group onboarding sessions covering invoicing, bills, payments, and bank feeds. Manage a personal pipeline, drive subscription activation and conversion, and coordinate handoffs to ecosystem partners and customer success teams.

Lead end-to-end data science roadmaps for a product domain: define metrics, drive experimentation, productionise decision models, shape AI-driven analytics, build reusable assets, mentor data scientists, and advise senior stakeholders.