About the job
As a Customer Experience Specialist for Melio, you will serve as a pivotal brand ambassador, delivering vital support and guidance to small business owners, accountants, and bookkeepers. Acting as a trusted advisor, your goal is to help our customers fully leverage Xero’s features through proactive outreach and responsive assistance across various channels, including phone, email, and live chat.
Your contributions will directly influence the success of the small business ecosystem by efficiently resolving queries with genuine empathy. By mastering our products and tools, you will ensure that every interaction is of the highest quality, aiding our customers in navigating challenges and confidently achieving their business objectives.
Team Dynamics & Collaboration
Joining our collaborative Customer Experience team, you will work alongside passionate individuals committed to delivering world-class support and fostering enduring trust with our partners. Our team emphasizes a coordinated environment where diverse perspectives are valued, and members actively assist one another toward collective success.
Initial Focus Areas
Delivering high-quality support via phone, email, and live chat while accurately maintaining records in Salesforce and Zendesk.
Mastering the evolving landscape of our Customer Experience strategy and the specific products supported by the Melio team.
Collaborating with internal Xero teams to escalate complex issues and ensure a seamless experience for every user.
Work Schedule
We are seeking Customer Experience Specialists to work the following schedule:
Monday through Friday, 11:30AM - 8PM
Please note that the anticipated start date will be on May 5, 2026.
Desired Qualifications
Exceptional communication skills with the ability to simplify complex information for diverse audiences.
Experience in a service-oriented environment where you have consistently achieved quality and productivity targets.
A growth mindset and eagerness to continuously learn and adapt.

