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:
Monday through Friday, 11:30AM - 20:00PM
Please note that the anticipated start date will be in April 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.
Top Skills
What the Team is Saying
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
We believe that by simplifying the complex we're not only making life better for small business, we’re helping to create a stronger, more vibrant economy. When you join this team, you’re impacting local communities, on a global scale. Being a Fast Co. Best Workplace for Innovators is a direct reflection of our creative, curious culture.
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Xero Teams
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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.
