Customer Experience Specialist - Melio

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. You will join Xero's Customer Experience team while maintaining a dedicated focus on supporting US-based Melio customers and product workflows.

Responsibilities

Delivering world-class support and guidance to small business owners, bookkeepers, and accountants who rely on Xero and Melio; Helping customers resolve queries quickly and effectively across multiple channels; Guiding users through key product features and workflows; Troubleshooting complex issues and delivering clear, empathetic, and reliable support; 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; Supporting US-based Melio customers and product workflows

Requirements

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

Benefits

Evening pay supplement for shifts ending at 8:00 PM