Taking applicationsChat / Email·Posted 8d ago
Customer Experience Specialist ‑ Melio
XeroVerified company
UK: Manchester (Landmark, St Peter's Square, 1 Oxford St)
Pay
Not listed
Job type
Full-time · Remote
Hours
US hours
Location
UK: Manchester (Landmark, St Peter's Square, 1 Oxford St
EnglishMid level
About the role
Customer Experience Specialist supporting Xero and Melio small-business customers by phone, email and live chat, with a focus on accounts payable and payment workflows. The role is based in Manchester with a Monday to Friday 11:30am–8pm schedule and an evening pay supplement.
What you'll do
- Provide phone, email and live chat support
- Navigate case management systems such as Salesforce and Zendesk
- Assist with accounts payable workflows and vendor payment features
- Guide customers through platform navigation
- Escalate complex technical issues
- Keep customers informed of progress
- Meet productivity and quality goals
- Represent the brand in every interaction
What you'll need
- Experience in a customer service environment
- Work towards service levels and quality targets
- Proven problem-solving skills
- Manage phone, email and concurrent live chat
- Technical proficiency with Google Suite or Microsoft Office
- Exposure to accounting platforms or CRM software
- Strong empathy, active listening and clear communication
- Adaptability and growth mindset
Skills
Customer serviceProblem-solvingMulti-channel communicationPhone supportEmail supportLive chat supportSalesforceZendesk
Benefits
Evening pay supplement
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Applications close on 18 November.