Xero
Customer Experience Specialist - Melio
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Customer Experience Specialist
About the Role
As a Customer Experience Specialist for Melio, you will be a key brand ambassador, providing essential support and guidance to small business owners, accountants, and bookkeepers. You will act as a trusted advisor, helping our customers unlock the full value of Xero’s features through proactive outreach and responsive assistance across channels like phone, email, and live chat.
Your work directly impacts the success of the small business economy by resolving queries efficiently and with genuine empathy. By mastering our products and tools, you will ensure every interaction is high-quality, helping customers solve challenges and achieve their business goals with confidence.
The Team & Culture
You will join a collaborative Customer Experience team dedicated to delivering world-class support and building lasting trust with our partners. The team thrives on diverse perspectives, with members proactively assisting one another to drive collective success.
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Key initial focus areas:
- Provide high-quality support via phone, email, and live chat, maintaining accurate records in Salesforce and Zendesk.
- Master Melio’s CX strategy and the evolving landscape of supported products.
- Collaborate across internal Xero teams to escalate complex issues, ensuring smooth experiences for all users.
Working Arrangements
Schedule: Monday to Friday: 11:30 AM – 8:00 PM (UK time) Requirements:
- Availability for UK public holidays (excluding Christmas Day and New Year’s Day).
- Evening work shifts include an 8:00 PM pay supplement.
Anticipated Start Date: 8 September 2026
Responsibilities
Assist US-based customers through proactive and empathetic support while:
- Simplifying technical information for clarity.
- Adhering to quality and productivity targets.
- Self-managing tasks and problems with full accountability.
- Building strong, trust-based relationships with both teammates and customers.
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Requirements & Skills
We are looking for candidates who demonstrate:
- Clear, confident communication—ability to explain complex concepts simply.
- Experience in a service-led environment, meeting busy operational targets.
- A growth mindset and willingness to learn new accounting systems and tools.
- Proficiency in managing multiple digital interactions with calm and empathetic support.
- Strong self-management skills and proactive problem-solving.
- A natural inclination to foster trust-based connections internally and externally.
Eligibility note: Your experience doesn’t need to be a perfect match! At Xero, we value skills, passion, and the unique perspective you can bring to our culture and team.
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