Customer Experience Specialist - Melio

Xero
Auckland
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Empathy","Problem-solving","Self-management","Relationship-building"]

Provide high-quality customer support as a brand ambassador for Melio, helping small business owners, accountants, and bookkeepers unlock Xero value. Deliver proactive and responsive assistance via phone, email, and live chat, maintaining accurate records in Salesforce and Zendesk. Collaborate with internal teams to escalate complex issues, meet quality and productivity targets, and support customers with empathetic, calm guidance.

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FursaFursa
Xero
Xero
16 hours ago

Customer Experience Specialist - Melio

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Provide high-quality customer support as a brand ambassador for Melio, helping small business owners, accountants, and bookkeepers unlock Xero value. Deliver proactive and responsive assistance via phone, email, and live chat, maintaining accurate records in Salesforce and Zendesk. Collaborate with internal teams to escalate complex issues, meet quality and productivity targets, and support customers with empathetic, calm guidance.
Location: Auckland
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Provide high-quality support via phone, email, and live chat while maintaining accurate records in Salesforce and Zendesk.
  • •Master the CX strategy and the products supported by the Melio team.
  • •Collaborate with internal Xero teams to escalate complex issues and ensure a seamless experience.
  • •Deliver empathetic, calm support and help customers navigate challenges and achieve business goals.
  • •Maintain high-quality customer interactions and meet quality and productivity expectations.

Key Requirements

  • •Experience in a service-led environment with demonstrated quality and productivity targets.
  • •Clear, confident communication skills and ability to simplify complex information.
  • •A growth mindset and readiness to learn new technologies and accounting systems.
  • •Ability to deliver empathetic, calm support while managing multiple digital interactions.
  • •Strong self-management and personal accountability for resolving problems thoroughly.
Skills:CommunicationEmpathyProblem-solvingSelf-managementRelationship-building
Tech Stack:SalesforceZendesk

Company Brief

Xero
Provides cloud-based accounting, payroll, and financial management software for small and medium-sized businesses, enabling invoicing, bank reconciliation, reporting, and integrations with third-party apps globally.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Wellington, New Zealand
Founded: 2006
WebsiteLinkedIn