Our Purpose
At Xero, our mission is to help you elevate your business. We achieve this by automating everyday tasks, providing meaningful insights, and connecting businesses with the right data, advisors, and apps. By doing so, we not only improve life for small businesses but also contribute to building a stronger, more impactful global economy.

We’re seeking a motivated, customer‑oriented Onboarding Specialist to join our Asia Sales team. You will work with colleagues across Singapore and Hong Kong and support our Small Business customers in Singapore.

In this role, you will be instrumental in driving successful conversions, onboarding, and product adoption. You’ll help small business users feel confident with Xero and make full use of its features.

You will interact with customers via phone, virtual meetings, email, and other channels, offering guidance, answering questions, and helping them gain maximum value from Xero. Your expertise and customer insights will build trust, encourage new customer sign‑ups, and support long‑term retention.

What you’ll do
• Guide new users through their first experiences with the product, helping them build confidence and proficiency
• Apply your strong knowledge of Xero and its benefits to drive customer conversion, retention, and advocacy
• Help refine processes and procedures to improve the efficiency and quality of customer interactions
• Use available data and insights to tailor each customer interaction and deliver a personalised experience
• Explain key product features and related solutions, demonstrating their value based on customer needs
• Run test‑and‑learn initiatives across the marketing funnel and customer journey
• Collaborate with marketing, sales operations, go‑to‑market teams and others to identify improvements and enhance the customer experience
• Contribute to key regional projects and initiatives
• Deliver presentations to strategic partners, government organisations, app partners, and financial partners
• Assist with customer technical questions and guide them to self‑service resources or to Xero accounting and bookkeeping partners when needed

What success looks like
• Meet or exceed conversion and retention goals aligned with regional growth objectives
• Achieve required call and email volumes and maintain quality standards
• Work closely with regional and global sales teams to share insights and act quickly on opportunities
• Develop a deep understanding of customer journey milestones and execute assigned tasks that support this strategy
• Build strong product knowledge to confidently discuss Xero’s offerings and clearly communicate their value

What you’ll bring
• Experience in a customer‑facing role, ideally within a fast‑growing SaaS environment
• Clear, effective verbal and written communication skills
• A customer‑centric mindset and dedication to delivering outstanding experiences
• A collaborative attitude and enjoyment of working in cross‑functional teams
• A proactive, ownership‑driven approach to completing tasks
• Resilience and openness to experimentation, along with the ability to navigate challenging situations
• A human‑centred design approach to improving processes and creating great customer experiences
• Ability to speak Mandarin, Cantonese, or another Asian language is an advantage

Why Xero?
We offer generous paid leave, wellbeing leave, and access to mental health support for you and your family, along with life insurance, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices with weekly fitness and yoga sessions, flexible working arrangements, career development opportunities, and many other benefits that reflect our focus on people. At Xero, you’ll do some of the best work of your career.