Customer Experience Specialist (Melio)

Join Xero's Customer Experience team as a Customer Experience Specialist, where you will provide world-class support to small business owners, bookkeepers, and accountants. You will help customers resolve queries quickly and effectively, guide them through key product features and workflows, and empower them to manage their accounts payable with ease. This role requires adaptability, problem-solving skills, technical proficiency, and strong relationship-building skills. You will work Monday through Friday, 11:30 AM - 8 PM, with some UK Public Holidays required.

Responsibilities

• Delivering world-class support and guidance to small business owners, bookkeepers, and accountants who rely on Xero and Melio.
• Resolving customer queries quickly and effectively across multiple channels, enabling them to understand and realize the full value of the business payments platform.

Requirements

• Troubleshooting complex issues and delivering clear, empathetic, and reliable support that meets high service standards.
• Adaptability and a growth mindset that thrives in a fast-paced, high-change landscape
• Proven problem-solving skills with a thoughtful, diligent approach to resolving queries
• Technical proficiency with tools like Google Suite or Microsoft Office, and exposure to small business accounting platforms or CRM software such as Salesforce or Zendesk
• Experience in a customer service environment working towards service levels and quality targets
• Confidence in managing multi-channel communications, including phone, email, and concurrent live chat interactions
• Strong relationship-building skills grounded in empathy, active listening, and clear communication
• Apply even if your experience isn't a perfect match