Customer Experience Specialist - Melio

Xero Limited; Manchester; Hybrid; GBP 24,000 - 32,000; Full time

Job summary

Xero Limited is seeking a Customer Experience Specialist to deliver world-class support to US-based Melio customers while representing the brand with empathy across phone, email and live chat. You will guide users through product features, helping them realise the value of the payments platform.

Operating in a fast-paced environment, you will troubleshoot issues, own your success, and contribute to productivity and quality goals while keeping customers updated at every step.

Qualifications

• Experience in a customer service environment with targets and quality standards.
• Proven problem-solving skills with a diligent approach to resolving queries.
• Experience handling multi-channel communications (phone, email, live chat).
• Familiarity with CRM software such as Salesforce or Zendesk and productivity tools.

Responsibilities

• Provide fast, high-quality support across phone, email and live chat.
• Navigate case management systems like Salesforce and Zendesk to capture details.
• Assist customers with accounts payable workflows and vendor payments.
• Escalate complex issues smoothly while keeping customers informed.

Skills

Customer service

Problem solving

Multi-channel communications

Relationship building

Adaptability

Growth mindset

Tools

Salesforce

Zendesk

Google Workspace

Microsoft Office

Job description

The role & impact

In this role, you will play a key part in delivering world-class support and guidance to small business owners, bookkeepers, and accountants who rely on Xero and Melio. You will help customers resolve queries quickly and effectively across multiple channels, enabling them to understand and realise the full value of the business payments platform. By guiding users through key product features and workflows, you will empower small businesses to manage their accounts payable with ease while authentically representing the brand in every interaction.

Operating in a fast-paced environment, you will troubleshoot complex issues and deliver clear, empathetic, and reliable support that meets high service standards. You will take personal ownership over your success, working towards productivity and quality goals while keeping customers updated every step of the way.

The team & how they connect

You will join Xero's Customer Experience team while maintaining a dedicated focus on supporting US-based Melio customers and product workflows. The team collaborates closely across various departments within Xero and Melio to share insights, solve customer challenges, and streamline support experiences. Together, they embrace a growth mindset and continuously adapt to evolving strategies, tools, and technology to deliver outstanding customer outcomes.

Initially, the role will focus on:

• Providing fast, high-quality support across phone, email, and live chat channels.
• Navigating case management systems such as Salesforce and Zendesk to capture details accurately.
• Assisting customers with accounts payable workflows, vendor payment features, and platform navigation.
• Escalating complex technical issues smoothly while keeping customers fully informed of progress.

Where and how you can work

We are looking to add Customer Experience Specialists to our team who will work the following schedule:

• Monday through Friday, 11:30AM - 8PM
• As this role involves supporting US-based customers, there will be a requirement to work some UK Public Holidays (excluding Christmas Day, and New Years Day)
• There will also be an evening pay supplement for shifts ending at 8:00 PM

Please note that the anticipated start date will be in 18 January 2027.

Here are some of the things we're looking for, for this role:

• Experience in a customer service environment working towards service levels and quality targets.
• Proven problem-solving skills with a thoughtful, diligent approach to resolving queries.
• Confidence in managing multi-channel communications, including phone, email, and concurrent live chat interactions.
• 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.
• Strong relationship-building skills grounded in empathy, active listening, and clear communication.
• Adaptability and a growth mindset that thrives in a fast-paced, high-change landscape.