Customer Experience Specialist - Melio

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

Serve as a brand ambassador for Melio by supporting small business owners, accountants, and bookkeepers through phone, email, and live chat. Resolve customer queries with empathy and accuracy, maintain records in Salesforce and Zendesk, and continuously improve by learning Xero and Melio products. Collaborate across internal teams to escalate complex issues and deliver a seamless, high-quality experience that helps customers achieve their business goals.

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FursaFursa
Xero
Xero
11 hours ago

Customer Experience Specialist - Melio

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Serve as a brand ambassador for Melio by supporting small business owners, accountants, and bookkeepers through phone, email, and live chat. Resolve customer queries with empathy and accuracy, maintain records in Salesforce and Zendesk, and continuously improve by learning Xero and Melio products. Collaborate across internal teams to escalate complex issues and deliver a seamless, high-quality experience that helps customers achieve their business goals.
Location: Auckland
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Provide high-quality customer support via phone, email, and live chat while keeping accurate records in Salesforce and Zendesk.
  • •Master the CX strategy and the specific products supported by the Melio team.
  • •Proactively reach out and respond to help customers unlock the full value of Xero features.
  • •Collaborate across internal Xero teams to escalate complex issues and ensure a seamless experience.
  • •Maintain high-quality interactions that help customers navigate challenges and achieve business goals.

Key Requirements

  • •Clear, confident communication skills and the ability to simplify complex information for others.
  • •Experience in a service-led environment meeting quality and productivity targets.
  • •A growth mindset and willingness to constantly learn new technologies and accounting systems.
  • •Deliver calm, empathetic support while managing multiple digital interactions.
  • •Strong self-management and personal accountability for resolving problems thoroughly.
Experience:Service-led environmentCustomer support
Skills:CommunicationEmpathyCalm supportSelf-managementRelationship building
Tech Stack:SalesforceZendeskPhoneEmailLive chat

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