Customer Experience Specialist

About the role

As a Customer Experience Specialist you will act as a brand ambassador for Melio, delivering high‑quality support to small‑business owners, accountants and bookkeepers. You will guide customers through Xero’s features, ensuring they receive empathetic and efficient assistance across phone, email and live chat.

Key responsibilities

• Provide timely support via phone, email and live chat while maintaining accurate case records.
• Log and track interactions in Salesforce and Zendesk.
• Stay up‑to‑date with evolving CX strategies and the specific Melio product suite.
• Collaborate with internal Xero teams to escalate and resolve complex issues.

Required profile

• Excellent communication skills with the ability to simplify complex information.
• Experience in a service‑oriented environment meeting quality and productivity targets.
• Growth mindset and willingness to continuously learn new technologies and accounting systems.
• Empathetic, calm demeanor while handling multiple digital interactions.
• Strong self‑management and accountability for problem resolution.
• Natural ability to build trust‑based relationships with teammates and customers.

Required skills

• Salesforce
• Zendesk

What we offer

• Schedule: Tuesday‑Saturday, 6:00 am – 3:00 pm (including some public holidays).
• Anticipated start date: 28 July 2026.