The role / impact

As a Payroll Onboarding Specialist, you will help new Xero Payroll customers complete key onboarding milestones so they can run payroll with confidence. You will proactively reach out to customers, guide them through defined setup steps, and connect them to the right resources so they can keep moving toward their first successful pay run.

Working within established onboarding playbooks, talk tracks, and workflows, you will provide clear next-step guidance and track customer progress accurately. Your focus will be on identifying when additional support is needed, ensuring small business owners overcome setup barriers early and build momentum from day one.

The team / how they connect

You will work closely with Payroll Specialists and the wider payroll team to support a consistent, high-quality customer experience. Together, the team collaborates across internal channels, sharing customer feedback and observations to help improve onboarding content and the overall customer journey over time.

The team is currently working on / Initially, you will focus on

• Guiding new customers through defined onboarding milestones and core configurations, including pay schedules and Autopay dates.

• Utilising Salesforce and other internal systems to track customer progress, outreach activity, and setup milestones with strong data quality.

• Identifying setup blockers early and escalating complex payroll scenarios to subject matter experts.

• Continuously building your knowledge of Xero Payroll workflows through dedicated enablement and coaching from peers and leaders.

Where and how you can work

Xero supports a hybrid working environment designed to balance collaborative time in our beautiful office locations with the flexibility of working from home. Your schedule will include a mix of remote work and scheduled office boost days, ensuring you stay connected with your team while maintaining a healthy work-life balance.

Here are some of the things we are looking for

• You bring clear, confident communication skills with a natural ability to build rapport quickly with small business customers.

• A background in customer-facing, onboarding, support, coordination, or service environments, preferably within tech or SaaS.

• Your strong organisation and prioritisation skills enable you to handle a high-activity environment while maintaining excellent quality and follow-through.

• You possess a practical problem-solving approach, allowing you to spot blockers early and know when to escalate complex scenarios.

• An ability to explain payroll concepts or structured processes in a simple, straightforward manner using established guidance.

• A genuine willingness to learn, take coaching, and continuously develop your knowledge of customer workflows.

Compensation & Total Rewards

At Xero, we value the impact and skills you bring to the team. We don’t just hire for a role; we invest in people. We believe in a Total Package philosophy - which means your value isn't just a single number on a paycheck. While base salary is a core component, we look at your compensation through a holistic lens that includes equity, performance incentives, and world-class benefits.

The expected base salary range for this role in:

• $75,000 USD

Individual pay is determined by various factors, including geography, level of experience, and the specific skills you bring to the role.

In addition to base pay, Xero’s roles are eligible for the following forms of variable compensation:

• Variable Pay: Permanent employees are eligible to participate in our annual bonus and equity (RSU) programs. You may also be eligible for performance-based cash or equity (RSUs) incentives depending on your role level, and company performance.

• Comprehensive Benefits: Medical, dental, vision, 401(k) match, and 21 days PTO, 10 days of Wellbeing leave, 5 days of Xtra Leave, 1 volunteer day, 12 paid holidays, paid parental leave. Further information included on our Xero Perks page.

Xero uses AI to help screen applications based on job-related qualifications. These tools assist our recruiters but do not make automated hiring decisions. A human recruiter reviews all candidates before any hiring action is taken.

KEEP IF COLORADO: Please note that our application deadline for this role is August 3, 2026

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.