Customer Experience Specialist, Xero
Melio
Office located in St Peter's Square, 1 Oxford St, Manchester
Accounting software for small businesses
Be an early applicant
Accounting software for small businesses
1001+ employees
Be an early applicant
Office located in St Peter's Square, 1 Oxford St, Manchester
1001+ employees
Company mission
To make life better for people in small business, their advisors, and communities around the world.
Role
Who you are
- You bring clear, confident communication skills and an ability to simplify complex information for others
- Your background includes experience in a service-led environment where you have successfully met quality and productivity targets
- You possess a growth mindset and a readiness to constantly learn new technologies and accounting systems
- Delivering empathetic, calm support while managing multiple digital interactions is something you excel at
- You have a proven ability to self-manage and take personal accountability for resolving problems thoroughly
- Building effective, trust-based relationships with both teammates and customers comes naturally to you
- Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team
What the job involves
- As a Customer Experience Specialist for Melio, you will be a key brand ambassador, providing essential support and guidance to small business owners, accountants, and bookkeepers
- You will act as a trusted advisor, helping our customers unlock the full value of Xero’s features through proactive outreach and responsive assistance across various channels like phone, email, and live chat
- Your work directly impacts the success of the small business economy by resolving queries efficiently and with genuine empathy
- By mastering our products and tools, you will ensure every interaction is high-quality, helping our customers navigate challenges and achieve their business goals with confidence
- The team & how they connect:
- You will join a collaborative Customer Experience team that works together to deliver world-class support and build lasting trust with our partners
- The team focuses on creating a coordinated environment where diverse perspectives are valued and members proactively assist one another to achieve collective success
- Initially, you will focus on:
- Providing high-quality support via phone, email, and live chat while maintaining accurate records in Salesforce and Zendesk
- Mastering the ever-changing landscape of our CX strategy and the specific products supported by the Melio team
- Collaborating across internal Xero teams to escalate complex issues and ensure a seamless experience for every user
- 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 - 20:00PM
- Please note that the anticipated start date will be in April 2026
Our take
For a long time, high-quality financial services have been reserved for large-scale businesses. Xero solves this problem by giving small businesses, accountants, and bookkeepers access to best-in-class finance and accounting solutions.
Xero is one of the largest companies of its kind, with its promise to save time and effort for small business owners - who often don’t have in-house accounting teams - capturing interest and allowing the company to scale. It has a strong rival in Intuit QuickBooks, which offers similar services, but competes by being most effective for growing startups, and having an incredibly simple user experience.
A series of acquisitions and partnerships, including the purchase of Instafile in 2018, have consolidated Xero’s market share. The company continues to add new integrations, such as with Vehocheck Workshop Manager, and the 2023 launched Beautiful Business Fund that will help small businesses accelerate growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Company HQ
Te Aro, Wellington, Wellington
Leadership
Prior to Xero, she founded Boardlist and Joyus. She also served as the CEO of Polyvore and as a President of Asia Pacific and Latin America Operations at Google.
Salary benchmarks
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