Customer Experience Specialist - Melio
XeroJobsCloseBy Editorial Insights
Xero is hiring a Customer Experience Specialist for Melio in Auckland, a full-time onsite CX role helping small business customers unlock the value of Xero’s features through phone, email and live chat. You’ll resolve queries with empathy, keep records in Salesforce and Zendesk, and collaborate across teams to escalate issues for a seamless experience. The ideal candidate communicates clearly, simplifies complex information, and meets quality and productivity targets. Bring a growth mindset, self-management, and the ability to build trust. If not a perfect match, highlight transferable CX skills, passion for helping customers, and willingness to learn accounting tech, and be prepared for Tue-Sat shifts and some public holidays.
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 28 July 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.