As our Senior Operations & Systems Associate, you'll look after the ongoing development, optimisation and administration of Melio's Zendesk environment, serving as the technical backbone of our Customer Experience team. You'll bring deep expertise in scaling support systems within high-growth, startup environments, connecting complex technical requirements with the everyday realities of our support team.
By refining workflows, protecting data integrity and enabling smooth platform adoption, you'll directly improve operational efficiency, elevate the experience our customers have with Melio, and provide the reliable business insights that shape our strategic decisions.
The team & how they connect:You'll join Melio's Customer Experience team, the people who keep support running smoothly for the small businesses that rely on Melio's payment platform. Zendesk sits at the centre of how the team works, and you'll partner closely with colleagues across the business to keep processes, data and reporting connected as Melio continues to grow.
Initially, you will focus on:Acting as the primary administrator for Zendesk, working with stakeholders across the business to gather and prioritise requirements
Managing data feeds and third-party integrations, and keeping information accurate for reliable reporting
Running regular system audits and getting the platform ready for upcoming upgrades
Supporting new users through onboarding, and helping teams adopt Zendesk best practice
This role is set up as hybrid, balancing time in the office with time working from home. Given the international footprint of the wider team, you'll work to New Zealand business hours once you're through your initial onboarding period. Like all Xero roles, you'll have access to flexible working arrangements and wellbeing (boost) days throughout the year.
Here are some of the things we're looking for, for this role:You'll bring strong data management skills, with a knack for turning complex requirements into clear, practical detail.
Designing new processes comes naturally to you, and so does getting people on board with the changes that follow.
You're a collaborative team player, known for seeing projects through from idea to completion.
Your technical aptitude extends to understanding platform capabilities such as apps, objects, formula fields, workflows and custom views.
Day-to-day Zendesk administration and configuration is familiar territory for you, ideally gained within a high-growth or startup environment. Having built a Zendesk instance from the ground up is a bonus.
A solid understanding of what a Customer Experience organisation needs, plus experience connecting tools through third-party integrations, will help you settle in quickly. Exposure to fintech or startup environments is a nice-to-have.
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
- Day-to-day Zendesk administration and configuration experience
- Strong data management skills; translating complex requirements into practical solutions
- Experience managing third-party integrations and data feeds
- Technical aptitude with platform capabilities (apps, objects, formula fields, workflows, custom views)
- Designing and implementing processes and driving user adoption
- Understanding of Customer Experience team needs and reporting requirements
- Zendesk experience in high-growth or startup environments
- Built a Zendesk instance from the ground up
- Exposure to fintech or startup environments
Xero Compensation & Benefits Highlights
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Leave & Time Off Breadth — Paid time off is extensive in the U.S., including 21 days of annual leave, 10 wellbeing days, five “Xtra” days, three year‑end company holidays, and a paid volunteer day. Feedback suggests this structure provides meaningful flexibility for rest and personal needs.
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Parental & Family Support — Primary caregivers receive 26 weeks fully paid leave and partners receive six weeks, with additional family‑forming support available. Feedback suggests this depth of caregiver support stands out within the package.
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Wellbeing & Lifestyle Benefits — Employees have access to Modern Health coaching/counseling, Carrot fertility benefits, and an employer‑funded ThrivePass wellbeing allowance. Feedback suggests these offerings create a holistic wellbeing layer beyond standard medical coverage.
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.
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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.
