Customer Experience Specialist – Melio

Role Overview

In this role, you will deliver world-class support and guidance to small business owners, bookkeepers, and accountants who rely on Xero and Melio. You will help customers resolve queries quickly and effectively across multiple channels, enabling them to understand and realise the full value of the business payments platform.

What You Will Do

You will troubleshoot complex issues, deliver clear, empathetic, and reliable support that meets high service standards, and take personal ownership over your success, working towards productivity and quality goals.

Why It Might Be a Fit

The ideal candidate will have experience in a customer service environment, proven problem-solving skills, technical proficiency with tools like Google Suite or Microsoft Office, and strong relationship-building skills grounded in empathy, active listening, and clear communication.

Requirements

• Experience in a customer service environment working towards service levels and quality targets
• Proven problem-solving skills with a thoughtful, diligent approach to resolving queries
• Confidence in managing multi-channel communications, including phone, email, and concurrent live chat interactions
• Technical proficiency with tools like Google Suite or Microsoft Office, and exposure to small business accounting platforms or CRM software such as Salesforce or Zendesk
• Strong relationship-building skills grounded in empathy, active listening, and clear communication
• Adaptability and a growth mindset that thrives in a fast-paced, high-change landscape

Benefits

• Evening pay supplement for shifts ending at 8:00 PM
• Flexible working hours (Monday through Friday, 11:30AM – 8PM)
• Opportunity to work from home (remote)