- Experience
- Any
- Salary
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- Openings
- 1
- Posted
- 3 weeks ago
- Work mode
- In office
- Eligibility
- Applicants should be open to working onsite in Auckland on a Tuesday-to-Saturday schedule, including some public holidays. Candidates with relevant service experience, strong communication abilities, and a willingness to learn are encouraged to apply, even if they do not meet every listed requireme…
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- Required to apply
Where you'll work
Job description
The role and its impact
As a Customer Experience Specialist supporting Melio, you will represent the brand and provide guidance to small business owners, accountants, and bookkeepers. In this role, you’ll act as a dependable point of contact, helping customers get the most out of Xero’s tools through proactive outreach and timely support over phone, email, and live chat.
Your contribution will directly support small businesses by handling questions quickly and with empathy. By becoming highly proficient in the products and support tools, you’ll help ensure every customer interaction is positive and productive, enabling users to overcome issues and move forward with confidence.
The team and how it works
You’ll be part of a collaborative Customer Experience team that works closely to provide excellent support and strengthen customer trust. The environment values different viewpoints, shared problem-solving, and team members stepping in to support each other so the group succeeds together.
Initial focus areas
- Delivering reliable support through phone, email, and live chat, while keeping detailed and accurate case notes in Salesforce and Zendesk.
- Building strong knowledge of the evolving CX approach and the products handled by the Melio support team.
- Working with internal Xero teams to resolve escalations and create a smooth experience for customers.
Working schedule and other conditions
The role follows a Tuesday to Saturday schedule, from 6:00am to 3:00pm.
You will also be expected to work some public holidays, including Christmas Day.
The expected start date for this position is 27 July 2026.
What we’re looking for
We’re seeking someone who communicates clearly and confidently, can explain complex ideas in simple terms, and has experience in a service-focused environment where quality and productivity expectations were consistently met. A willingness to keep learning new technologies and accounting systems is important, along with the ability to stay calm, show empathy, and manage several digital conversations at once. Strong self-management, accountability, and the ability to build trust with customers and colleagues are also essential.
Application note
You are encouraged to apply even if your background does not match every requirement exactly. The company values skills, motivation, and the perspective you can bring to the team.