Customer Experience Specialist - Melio

Xero; Auckland; On-site; NZD 60,000 - 80,000; Full time

Job summary

Xero is seeking a Customer Experience Specialist for Melio to be a brand ambassador, providing essential support to small business owners, accountants, and bookkeepers. You will help customers unlock the full value of Xero’s features through proactive outreach and responsive assistance across phone, email, and live chat.

Your work directly supports the small business economy by resolving queries with empathy and efficiency, helping users navigate challenges and achieve their business goals.

Qualifications

• Clear, confident communication and ability to simplify complex information.
• Experience in a service-led environment with quality and productivity targets.
• Growth mindset and willingness to learn new technologies and accounting systems.
• Delivering empathetic, calm support across multiple digital interactions.
• Ability to self-manage and take accountability for resolving problems.
• Proven ability to build trust-based relationships with teammates and customers.

Responsibilities

• Provide high-quality support via phone, email, and live chat while keeping Salesforce and Zendesk records accurate.
• Master the CX strategy and the Xero-supported products used by the Melio team.
• Collaborate across internal Xero teams to resolve complex issues and ensure a seamless user experience.

Skills

Communication skills

Customer service experience

Empathy

Self-management

Relationship building

Adaptability

Job description

The role & impact

As a Customer Experience Specialist for Melio, you will be a key brand ambassador, providing essential support and guidance to small business owners, accountants, and bookkeepers. You will act as a trusted advisor, helping our customers unlock the full value of Xero’s features through proactive outreach and responsive assistance across various channels like phone, email, and live chat.

Your work directly impacts the success of the small business economy by resolving queries efficiently and with genuine empathy. By mastering our products and tools, you will ensure every interaction is high-quality, helping our customers navigate challenges and achieve their business goals with confidence.

The team & how they connect

You will join a collaborative Customer Experience team that works together to deliver world-class support and build lasting trust with our partners. The team focuses on creating a coordinated environment where diverse perspectives are valued and members proactively assist one another to achieve collective success.

Initially, you will focus on

• Providing high-quality support via phone, email, and live chat while maintaining accurate records in Salesforce and Zendesk.
• Mastering the ever-changing landscape of our CX strategy and the specific products supported by the Melio team.
• Collaborating across internal Xero teams to elevate complex issues and ensure a seamless experience for every user.

Where and how you can work

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

• Tuesday through Saturday, 6:00am - 3:00pm
• There will be a requirement to work some public holidays, which includes Christmas Day.

Please note that the anticipated start date will be on 13 October 2026.

Here are some of the things we are looking for

• You bring clear, confident communication skills and an ability to simplify complex information for others.
• Your background includes experience in a service-led environment where you have successfully met quality and productivity targets.
• You possess a growth mindset and a readiness to constantly learn new technologies and accounting systems.
• Delivering empathetic, calm support while managing multiple digital interactions is something you excel at.
• You have a proven ability to self-manage and take personal accountability for resolving problems thoroughly.
• Building effective, trust-based relationships with both teammates and customers comes naturally to you.