At a Glance
- Tasks: Lead tech initiatives to enhance customer experience and support teams at Melio.
- Company: Join Melio, a company dedicated to empowering small businesses with innovative payment solutions.
- Benefits: Competitive salary, career growth opportunities, and a dynamic work environment.
- Other info: Be part of a fast-paced team that values innovation and personal development.
- Why this job: Make a real impact by transforming customer experience through technology and collaboration.
- Qualifications: 3+ years in a systems role, strong data management, and Zendesk expertise required.
The predicted salary is between 63000 - 77000 £ per year.
Our Purpose At Melio, we’re here to supercharge small businesses. By making business payments more efficient every day, connecting them with powerful technology, and empowering a community behind them, their potential is limitless. We don't just solve issues; we consider ourselves Brand Builders who help small businesses thrive by maximizing the value they get from Melio.
How you’ll make an impact As our Systems Manager, you will be the driving force behind the technology that powers our customer experience. You will transform how our CX Operations and Support teams scale by leading mission-critical initiatives from initial discovery to final rollout. You will make a direct impact by serving as our internal Zendesk Subject Matter Expert, architecting seamless system solutions, and guiding cross-functional teams through successful change. If you thrive in a fast-paced environment and want to build the operational backbone that directly elevates customer and team satisfaction, this is the role for you.
What you’ll do Technical Serve as the primary system administrator for Zendesk, partnering with stakeholders across the organization to gather, prioritize, and execute business requirements. Handle all administrative functions, including user account maintenance, dashboards, reports, workflows, automations, and routine configuration tasks. Act as PM for projects and Initiatives undertaken by the CX Operations and System’s associates in addition to the future Zendesk Administrator. Providing/improving structure for the CX Operations and System’s department (workflows, escalation pathways, facilitation guidelines, best practices, etc). Present to External Partnership and internal Melio CX teams on how the relevant changes will impact them (i.e. what views do ticket feeds to, what are Help Center URLs).
Stakeholder Management Act as a liaison between all teams using Zendesk, ensuring alignment, efficiency, and adoption of best practices. Aligning various stakeholders with goals of the CX Operations and Systems team & Melio as a company. Engaging with appropriate internal stakeholders during appropriate points in project pipelines as the relevant Zendesk subject matter expert. Clearly communicate the “why” behind decisions impacting implementation of workflows or processes for all stakeholder groups.
People Management/Governance Develop seniors and associates within their role and help provide for career growth. Provide series of checks and balances for implementations / system workflow updates. Serve as a decisive leader who drives clarity and aligns cross-functional priorities when challenges or conflicting demands arise. Maintain strict adherence to protocols for data hygiene, ensuring high-quality, reliable business insights.
Success looks like Master the End-to-End CX Journey: Deeply understand the end-to-end customer journey to ensure tech implementations drive positive, measurable outcomes for both internal teams and external customers. Translate Technical Complexity into Clear Strategy: Communicate accurate technical estimates, diagnostics, business risks, and solutions simply and persuasively to diverse stakeholders—from technical peers to executive leadership. Architect Scalable, Low-Friction Solutions: Deliver complex technical projects that are thoroughly tested, fully maintainable, and built for long-term operational supportability. Develop High-Performing Talent: Establish transparent career paths and actionable growth plans that empower individual contributors to advance their skills and careers. Drive Accountability Through Data: Design, implement, and track key performance indicators (KPIs) to measure and report on the tangible business impact of team deliverables.
What you’ll bring with you Critical competencies Experience Strong data management abilities, with the demonstrated ability to understand and articulate complex requirements. Process design skills, with the ability to implement new processes and facilitate user adoption. Collaborative mindset, acting as a team player with a history of successfully driving projects to completion. Strong analytical, problem solving, and troubleshooting skills. Excellent verbal, written, organizational, and time management skills. Ability to take complex technical information and deliver to audiences of varying skills and background. Business acumen, particularly regarding the needs of a Customer Experience organization. 3+ Years of experience managing a technical team of 3 or more people. 3+ years of experience working in a systems role (bonus: customer service specific). Zendesk Admin certification is required. Knowledge and experience working with CSS / HTML / WebHooks / API usage in the context of Zendesk and related systems. Knowledge and experience working with Postman, Tableau, Zendesk Explore, and Omnichannel routing configuration.
CX Systems Operations Manager - Melio in Manchester employer: Xero
At Xero, we pride ourselves on being an exceptional employer that champions employee wellbeing and growth. Our remote Product Specialist role offers a unique opportunity to work at the forefront of AI innovation in accounting, all while enjoying generous benefits such as flexible working arrangements, extensive paid leave, and a supportive work culture that values diversity and inclusion. Join us to make a meaningful impact on small businesses and contribute to a stronger economy, all from the comfort of your own home.
StudySmarter Expert Advice🤫
We think this is how you could land CX Systems Operations Manager - Melio in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Xero. 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 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 CX Systems Operations Manager - 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:Your cover letter is your chance to shine! Tell us why you want to work at Xero 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!
How to prepare for a job interview at Xero
✨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.
