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- Salary
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- Openings
- 1
- Posted
- 6 days ago
- Work mode
- In office
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Where you'll work
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Job description
Role Overview
Join Xero as a Customer Experience Specialist supporting Melio, where you will serve as an essential brand representative. Your primary goal is to assist small business owners, accountants, and bookkeepers by offering expert advice that helps them maximize the benefits of Xero's functionalities. Through proactive engagement and responsive communication via phone, email, and live chat, you will guide customers to achieve their business objectives confidently.
Team Dynamics
Become part of a collaborative Customer Experience team that fosters a culture of mutual support and values diverse viewpoints. This team-oriented environment enables members to work together effectively to provide exemplary assistance and cultivate enduring trust with Xero's partners.
Key Responsibilities
- Deliver outstanding support through multiple communication channels, including phone, email, and live chat, while maintaining meticulous records in Salesforce and Zendesk.
- Continuously update your knowledge of the evolving customer experience strategies and the specific Melio product line.
- Coordinate with different internal departments to escalate and resolve complicated issues, ensuring smooth user experiences.
Work Schedule and Conditions
- Work hours are Tuesday to Saturday, 6:00 AM to 3:00 PM.
- Availability during some public holidays, including Christmas Day, is required.
- Expected commencement date is 13 October 2026.
Qualifications and Desired Skills
- Strong, clear communication skills with an aptitude for making complex concepts understandable.
- Proven history in a service-focused role meeting both quality and productivity benchmarks.
- A growth-oriented mindset with eagerness to learn new technologies and accounting platforms.
- Ability to provide empathetic and composed support across multiple digital interactions simultaneously.
- Self-driven with a strong sense of personal responsibility in problem resolution.
- Natural aptitude for creating trustworthy relationships with colleagues and customers alike.
Additional Information
Applicants are encouraged to apply even if their experience does not perfectly align with the job description. Xero values skills, enthusiasm, and the unique perspectives each candidate brings to enrich its culture and team.