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Xero
Xero

Customer Experience Specialist (Melio)

Job summary
Permanent contract
Manchester
Salary: Not specified
Experience: > 1 year
Skills & expertise
Communication skills
Relationship building
Collaboration and teamwork
Customer support
Problem-solving skills
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Xero
Xero

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Questions and answers about the job

The position

Job description

  • 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
  • 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
  • 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
  • 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

Preferred experience

  • Adaptability and a growth mindset that thrives in a fast-paced, high-change landscape
  • Proven problem-solving skills with a thoughtful, diligent approach to resolving queries
  • 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
  • Experience in a customer service environment working towards service levels and quality targets
  • Confidence in managing multi-channel communications, including phone, email, and concurrent live chat interactions
  • Strong relationship-building skills grounded in empathy, active listening, and clear communication
  • Apply even if your experience isn’t a perfect match

Recruitment process

  • Please note that the anticipated start date will be in 18 January 2027

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