At a Glance
- Tasks: Lead a dynamic team to support US customers on the Melio platform.
- Company: Join Xero, a company dedicated to empowering small businesses.
- Benefits: Competitive salary, flexible hours, and opportunities for personal growth.
- Other info: Collaborative global team with a focus on diversity and continuous improvement.
- Why this job: Make a real impact by enhancing customer experiences and driving positive change.
- Qualifications: Experience in customer support leadership and a passion for team development.
The predicted salary is between 50000 - 60000 £ per year.
The role & impact
As the Customer Experience People Lead for Melio, you will be at the heart of Xero's mission to supercharge small businesses. You will lead and develop a high-performing team of specialists dedicated to supporting US-based Melio customers, ensuring they receive empathetic, accurate, and timely assistance across all support channels. By role modelling strong ownership and accountability, you will empower your team to make decisions that best serve our customers and the business. Your impact goes beyond day to day operations; you will be a brand ambassador who embeds customer empathy into every interaction. You will contribute to the global CX strategy, driving performance and continuous improvement to ensure our customers realise the maximum value from the Melio platform. Through proactive engagement and advocacy, you will represent the voice of the customer to influence positive business change.
The team & how they connect
You will be part of a global Customer Experience organisation, collaborating closely with local leadership and international peers to ensure a cohesive and aligned service. Your immediate team consists of Specialists and Senior Specialists who work together in a high-performance culture to deliver 24/7 support. You will also partner with various operational support roles to ensure the team is equipped to handle business changes and workforce requirements effectively.
Initially, you will focus on:
- Supporting US-based customers on the Melio business payments platform to manage accounts payable efficiently.
- Building and developing the team through active recruitment, coaching, and a focus on diversity.
- Driving team performance against key metrics such as customer satisfaction (CSAT), quality assurance, and response times.
- Executing the global CX strategy and landing change projects that improve service delivery and internal processes.
Where and how you can work
We are looking to add Customer Experience People Lead to our team who will work the following schedule: Monday through Friday, 11:30AM - 8:00PM. 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).
Here are some of the things we are looking for:
- You bring a proven track record of leading or managing teams within a customer support environment.
- Your background includes working successfully towards service levels and high-quality experience targets.
- You possess a growth mindset and the resilience to navigate change and conflict in a positive, proactive way.
- An ability to coach and mentor others shines through your leadership style, helping to uplift team capability and performance.
- You are a confident communicator who can navigate difficult conversations and influence stakeholders effectively.
- Empathy and active listening are core to your approach, allowing you to build great relationships with both your team and your customers.
Customer Experience People Lead - Melio employer: Job Search Place Limited
At Xero, we pride ourselves on being an exceptional employer, particularly for the Customer Experience People Lead role in Melio. Our vibrant work culture fosters collaboration and innovation, empowering employees to grow through continuous learning and development opportunities. With a strong commitment to diversity and inclusion, we ensure that every team member feels valued and supported, making it a rewarding environment to thrive in while contributing to our mission of supercharging small businesses.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience People Lead - Melio
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer experience. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your passion for customer experience during interviews. Share specific examples of how you’ve made a positive impact in previous roles, and don’t forget to highlight your leadership skills!
✨Tip Number 4
Apply through our website for the best chance of landing the job! It shows you’re genuinely interested and gives us a direct line to your application.
We think you need these skills to ace Customer Experience People Lead - Melio
Some tips for your application 🫡
Show Your Passion for Customer Experience:When writing your application, let your enthusiasm for customer experience shine through. We want to see how you connect with our mission to support small businesses and how you can bring that passion to the role.
Highlight Your Leadership Skills:Make sure to showcase your experience in leading teams, especially in a customer support environment. We’re looking for someone who can inspire and uplift their team, so share examples of how you've done this in the past.
Be Authentic and Relatable:We value empathy and active listening, so don’t be afraid to let your personality come through in your application. Share stories that demonstrate your ability to connect with customers and your team on a personal level.
Apply Through Our Website:To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to see your application and get you one step closer to joining our team!
How to prepare for a job interview at Job Search Place Limited
✨Know Your Customer Experience Inside Out
Before the interview, dive deep into Melio's customer experience philosophy. Understand their mission to support small businesses and how they empower their teams. Be ready to discuss how you can embody this ethos and lead a team that prioritises empathy and effective communication.
✨Showcase Your Leadership Style
Prepare examples of how you've successfully led teams in a customer support environment. Highlight your coaching and mentoring experiences, focusing on how you've uplifted team performance and fostered a culture of accountability and ownership.
✨Demonstrate Your Problem-Solving Skills
Think of specific instances where you've navigated change or conflict positively. Be ready to share how you approached these situations, the decisions you made, and the outcomes. This will show your resilience and growth mindset, which are key for this role.
✨Engage with Empathy
During the interview, practice active listening and demonstrate empathy in your responses. Show that you understand the importance of building relationships with both customers and your team. This will resonate well with the interviewers and reflect the core values they seek.
