Small Business FinTech Support Specialist

Xero; Manchester; Presencial; GBP 26.000 - 36.000; Jornada completa

Descripción de la vacante

Xero is seeking a Customer Experience Specialist to support US-based Melio customers from the UK. You will resolve queries across phone, email and live chat, guiding users through accounts payable workflows and vendor payments while representing the brand with empathy and clarity.

Join a fast-paced team focused on high-quality service, using Salesforce or Zendesk to capture details and collaborating across departments to optimize customer outcomes.

Formación

• Experience in a customer service environment aiming for service levels and quality targets.
• Strong problem-solving with a thoughtful, diligent approach to resolving queries.
• Confident managing multi-channel communications, including phone, email, and concurrent live chat interactions.
• Technical proficiency with Google Suite or Microsoft Office, and exposure to 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.

Responsabilidades

• 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.

Conocimientos

Customer service

Problem solving

Multi-channel communication

Empathy & active listening

Growth mindset

Herramientas

Salesforce

Zendesk

Google Suite

Microsoft Office

Descripción del empleo

Xero is seeking a Customer Experience Specialist to support US-based Melio customers from the UK. You will resolve queries across phone, email and live chat, guiding users through accounts payable workflows and vendor payments while representing the brand with empathy and clarity.

Join a fast-paced team focused on high-quality service, using Salesforce or Zendesk to capture details and collaborating across departments to optimize customer outcomes.