Multi-Channel SMB Payments Support Specialist

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

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.