The role & impact
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:
Tuesday through Saturday, 6:00am - 3:00pm
There will be a requirement to work some public holidays, which includes Christmas Day.
Please note that the anticipated start date will be on 13 October 2026.
Here are some of the things we are looking for
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.
Skills Required
- Clear, confident communication and ability to simplify complex information
- Experience in a service-led environment meeting quality and productivity targets
- Willingness to learn new technologies and accounting systems
- Ability to deliver empathetic, calm support while managing multiple digital interactions
- Proven ability to self-manage and take accountability for resolving problems
- Ability to build effective, trust-based relationships with teammates and customers
Xero Compensation & Benefits Highlights
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Leave & Time Off Breadth — The U.S. package lists 21 days of annual leave, 10 days of wellbeing leave, five “Xtra” days, three year‑end company holidays, and a paid volunteer day. Global materials also point to 20+ days of annual leave and additional wellbeing time across regions, indicating broad coverage beyond the U.S.
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Parental & Family Support — Primary caregivers can receive up to 26 weeks of fully paid parental leave, with six weeks of paid partner leave. Family‑forming benefits (e.g., Carrot) and counseling/coaching access for employees and immediate family further strengthen support.
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Healthcare Strength — Medical (Cigna and Kaiser options), dental (Cigna PPO), and vision (VSP) are complemented by life, AD&D, and short/long‑term disability coverage. Modern Health mental‑health support and a funded ThrivePass wellbeing account add depth to the health offering.
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.
