The role & impact
As the Customer Experience People Lead for Melio, you will be at the heart of Xero’s mission to supercharge small businesses. You will lead and develop a high-performing team of specialists dedicated to supporting US-based Melio customers, ensuring they receive empathetic, accurate, and timely assistance across all support channels. By role-modelling strong ownership and accountability, you will empower your team to make decisions that best serve our customers and the business.
Your impact goes beyond day-to-day operations; you will be a brand ambassador who embeds customer empathy into every interaction. You will contribute to the global CX strategy, driving performance and continuous improvement to ensure our customers realise the maximum value from the Melio platform. Through proactive engagement and advocacy, you will represent the voice of the customer to influence positive business change.
The team & how they connect
You will be part of a global Customer Experience organisation, collaborating closely with local leadership and international peers to ensure a cohesive and aligned service. Your immediate team consists of Specialists and Senior Specialists who work together in a high-performance culture to deliver 24/7 support. You will also partner with various operational support roles to ensure the team is equipped to handle business changes and workforce requirements effectively.
Initially, you will focus on
Supporting US-based customers on the Melio business payments platform to manage accounts payable efficiently.
Building and developing the team through active recruitment, coaching, and a focus on diversity.
Driving team performance against key metrics such as customer satisfaction (CSAT), quality assurance, and response times.
Executing the global CX strategy and landing change projects that improve service delivery and internal processes
Where and how you can work
We are looking to add Customer Experience People Lead 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)
Here are some of the things we are looking for
You bring a proven track record of leading or managing teams within a customer support environment.
Your background includes working successfully towards service levels and high-quality experience targets.
You possess a growth mindset and the resilience to navigate change and conflict in a positive, proactive way.
An ability to coach and mentor others shines through your leadership style, helping to uplift team capability and performance.
You are a confident communicator who can navigate difficult conversations and influence stakeholders effectively.
Empathy and active listening are core to your approach, allowing you to build great relationships with both your team and your customers.
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.
Skills Required
- Proven track record of leading or managing teams within a customer support environment
- Experience working towards service levels and high-quality experience targets
- Ability to coach and mentor others
- Confident communicator who can navigate difficult conversations
- Empathy and active listening skills
Xero Compensation & Benefits Highlights
-
Leave & Time Off Breadth — Paid time off in the U.S. is extensive, including 21 days of annual leave, 10 days of wellbeing leave, five Xtra days, three year‑end company holidays, and one paid volunteer day. These layered leave types emphasize work–life balance beyond standard vacation alone.
-
Parental & Family Support — Primary caregivers are offered 26 weeks at 100% pay and partners receive six weeks, with employer‑verified applicability for U.S. staff. Family‑forming support via Carrot complements these policies.
-
Healthcare Strength — Coverage includes medical through Cigna/Kaiser, dental, vision, FSAs, and mental‑health support via Modern Health. The package reflects broad health support alongside time‑off and family programs.
Xero Insights
What We Do
Xero is small business accounting software that provides a platform on which businesses can build a fully integrated solution. It’s designed to make life better for people in small business, their advisors, and communities around the world. Xero minimises tedious admin by automating routine tasks, delivers valuable insights when needed, and brings together business data, trusted advisors, and powerful apps in one intuitive platform. By alleviating pain points, Xero empowers small business owners to supercharge their business, simplifying the complex and freeing up time from manual admin so they can focus on what really matters to build the business they’ve always envisaged.
Why Work With Us
Xero is a human-centric organization where you’ll have a tangible impact on the success of small businesses and their communities, globally. Our team of energised, forward-thinkers work to make life better for our customers and each other every day. We’re also always committed to supporting you with a flexible environment.
Gallery
Xero Teams
Xero Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Join us from home or at one of our beautiful workspaces. Xero has offices in Australia, New Zealand, United Kingdom, United States, Canada, Singapore, and South Africa.
