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Customer Experience Specialist at Xero - Manchester Hybrid
Support US Melio customers with payments workflows as a Customer Experience Specialist at Xero. Resolve questions through phone, email, and live chat using Salesforce and Zendesk.
विवरण
- Deliver responsive, high-quality support to small business owners, bookkeepers, and accountants through phone, email, and live chat
- Help customers resolve questions and understand the benefits of Xero and Melio's business payments platform
- Teach users how to use product features, workflows, accounts payable processes, vendor payment tools, and platform navigation
- Investigate complex problems, escalate technical issues appropriately, and keep customers updated
- Use Salesforce and Zendesk to manage cases and record customer information accurately
- Meet established productivity, service-level, and quality targets
- Partner with Xero and Melio teams to share customer insights, address recurring challenges, and improve support experiences
- Assist US-based Melio customers with product workflows while representing the brand in every interaction
आवश्यकताएँ
- Customer service experience with responsibility for meeting service-level and quality targets
- Demonstrated ability to investigate and resolve customer questions with care and persistence
- Comfort handling phone and email conversations alongside multiple live-chat interactions
- Working knowledge of Google Workspace or Microsoft Office
- Familiarity with small-business accounting software or CRM platforms such as Salesforce and Zendesk
- Strong interpersonal skills, including empathy, active listening, and clear communication
- Flexibility and a learning-oriented mindset for a fast-moving, frequently changing environment
- Availability to work Monday through Friday from 11:30 AM to 8:00 PM
- Availability to work some UK public holidays, excluding Christmas Day and New Year's Day
- Ability to work three days in the office and two days from home each week
- Legal authorization to work in the country where the role is based
लाभ
- Additional evening pay for shifts that finish at 8:00 PM
- Hybrid schedule of three office days and two home-working days each week after onboarding and training
- On-site onboarding and training during the first three to four months
- Recruitment support with accommodations or adjustments available when needed
- Background checks may include credit and criminal history screening
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