At a Glance
- Tasks: Deliver world-class support to small business owners via phone, email, and live chat.
- Company: Join Xero's dynamic Customer Experience team focused on Melio customers.
- Benefits: Competitive pay, evening shift bonuses, and opportunities for growth.
- Other info: Work Monday to Friday, 11:30 AM - 8 PM, with some UK Public Holidays.
- Why this job: Empower small businesses while developing your customer service skills in a fast-paced environment.
- Qualifications: Experience in customer service, problem-solving skills, and tech-savvy with CRM tools.
The predicted salary is between 31500 - 38500 £ per year.
The role & impact
In this role, you will play a key part in delivering world-class support and guidance to small business owners, bookkeepers, and accountants who rely on Xero and Melio. You will help customers resolve queries quickly and effectively across multiple channels, enabling them to understand and realise the full value of the business payments platform. By guiding users through key product features and workflows, you will empower small businesses to manage their accounts payable with ease while authentically representing the brand in every interaction. Operating in a fast-paced environment, you will troubleshoot complex issues and deliver clear, empathetic, and reliable support that meets high service standards. You will take personal ownership over your success, working towards productivity and quality goals while keeping customers updated every step of the way.
The team & how they connect
You will join Xero's Customer Experience team while maintaining a dedicated focus on supporting US-based Melio customers and product workflows. The team collaborates closely across various departments within Xero and Melio to share insights, solve customer challenges, and streamline support experiences. Together, they embrace a growth mindset and continuously adapt to evolving strategies, tools, and technology to deliver outstanding customer outcomes.
Initially, the role will focus on:
- 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.
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. Please note that the anticipated start date will be in 18 January 2027.
Here are some of the things we're looking for, for this role:
- Experience in a customer service environment working towards service levels and quality targets.
- Proven problem-solving skills with a thoughtful, diligent approach to resolving queries.
- Confidence in managing multi-channel communications, including phone, email, and concurrent live chat interactions.
- Technical proficiency with tools like Google Suite or Microsoft Office, and exposure to small business accounting platforms or 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.
Customer Experience Specialist - Melio in Manchester employer: Xero Limited
Xero Limited is an exceptional employer that fosters a collaborative and innovative work culture in the heart of London. With a strong focus on employee growth, we offer numerous opportunities for professional development and career advancement, ensuring that our team members are equipped to thrive in their roles. Our commitment to work-life balance and a supportive environment makes Xero a rewarding place to contribute to meaningful financial strategies that drive UK growth initiatives.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Specialist - Melio in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Xero Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Xero Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Specialist - Melio in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Xero Limited:Your cover letter is your chance to shine! Tell us why you want to work at Xero Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Xero Limited!
How to prepare for a job interview at Xero Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
