Customer Experience Specialist - Melio @Xero

Overview

The Customer Experience Specialist for Melio will act as a key brand ambassador, providing essential support and guidance to small business owners, accountants, and bookkeepers. This role impacts the success of the small business economy by resolving queries efficiently and empathetically.

Key Responsibilities

• Provide high-quality support via phone, email, and live chat while maintaining accurate records in Salesforce and Zendesk.
• Master the ever-changing landscape of the CX strategy and specific products supported by the Melio team.
• Collaborate across internal Xero teams to escalate complex issues and ensure a seamless experience for every user.

Requirements

• Clear and confident communication skills with the ability to simplify complex information.
• Experience in a service-led environment meeting quality and productivity targets.
• Growth mindset and readiness to learn new technologies and accounting systems.
• Ability to deliver empathetic support while managing multiple digital interactions.
• Proven self-management and personal accountability for resolving problems.
• Natural ability to build effective, trust-based relationships with teammates and customers.

Benefits

Applicants are encouraged to apply even if their experience isn't a perfect match, as Xero values skills, passion, and unique perspectives.

Location

Remote, specific location not stated.

How to Apply

No specific application instructions provided in the original listing.

Deadline

Anticipated start date is October 26, 2026.