At a Glance
- Tasks: Support small business owners with expert guidance and resolve queries through various channels.
- Company: Join Melio, a dynamic team focused on customer experience and collaboration.
- Benefits: Flexible hours, competitive pay, and opportunities for professional growth.
- Other info: Work with a diverse team and enjoy a culture that values your unique perspective.
- Why this job: Make a real impact on small businesses while developing your skills in a supportive environment.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 28000 - 32000 £ per year.
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 escalate 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:
- 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
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.
Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.
Customer Experience Specialist - Melio in Manchester employer: APPLY
At Xero, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions collaboration and diversity. As a Customer Experience Specialist in our Melio team, you will enjoy comprehensive training, opportunities for professional growth, and the chance to make a meaningful impact on small businesses. Our commitment to employee well-being is reflected in our flexible working hours and supportive environment, making Xero a fantastic place to develop your career while helping others succeed.
