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Xero is seeking a Customer Experience Specialist to join its Customer Experience team, providing dedicated support to US-based Melio customers. Melio is a business payments platform that helps small business owners, bookkeepers, and accountants manage accounts payable workflows.
In this role, you will deliver world-class support and guidance across multiple channels (phone, email, live chat), helping customers resolve queries quickly and effectively. You will troubleshoot complex issues, guide users through key product features and workflows, and empower small businesses to manage their accounts payable with ease. You will take personal ownership of your success, working towards productivity and quality goals while keeping customers updated throughout their journey.
Key responsibilities include:
- Providing fast, high-quality support across phone, email, and live chat channels
- Navigating case management systems such as Salesforce and Zendesk to capture customer details accurately
- Assisting customers with accounts payable workflows, vendor payment features, and platform navigation
- Escalating complex technical issues smoothly while maintaining clear customer communication
- Operating in a fast-paced environment while maintaining high service standards
The role operates Monday through Friday, 11:30 AM – 8:00 PM (with an evening pay supplement for shifts ending at 8:00 PM). You will support US-based customers and may be required to work some UK Public Holidays (excluding Christmas Day and New Year's Day). The anticipated start date is 18 January 2027.
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
- 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
