xero - Customer Experience Specialist - Melio
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Requirements
• Location • UK: Manchester (Landmark, St Peter's Square, 1 Oxford St) • Location Type • Department • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • Please enter the name you go by day-to-day. This is the name we'll use for all our communication with you! We'll capture your legal name later if you move forward in the hiring process. • Please enter the name you go by day-to-day. • Please choose the pronouns that you identify with, and you would like us to use when contacting you. • or drag and drop here • We are committed to providing a fair and supportive experience for all candidates. • If you require any accommodations or adjustments during the selection process (e.g. modified interview format, additional time for an assessment, use of assistive technology), please let us know. • Sharing this information is completely voluntary and will not have any impact on the evaluation of your application or your candidacy. Our goal is simply to ensure you have the support you need to perform your best. • Please share your current email address. • Please share your current contact number, including dialing code. • Please let us know where you are currently located. • Are you a returning Xero (whether that's perm, contract or casual?)
Responsibilities
• 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: • Monday through Friday, 11:30AM - 8PM • As this role involves supporting US-based customers, there will be a requirement to work some UK Public Holidays (excluding Christmas Day, and New Years Day) • Please note that the anticipated start date will be in 13 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.
Benefits
• Please indicate your expected annual base salary range for this role (excluding any benefits or allowances) • Please select the option that best describes your current working rights for the country this role is based. • I am a permanent resident • I currently hold a valid visa (and can freely commence work with Xero, with no support required) • I currently hold a valid visa on a temporary basis (and would require visa assistance in the future) • I currently do not hold any valid working rights, and need Xero to provide a work visa and/or sponsorship • We are looking to add Customer Experience Specialists to our team who will work from 11:30am - 8:00pm, on a Monday through Friday schedule. Can you please confirm this works for you? • This is a hybrid role requiring three days of office-based work and two days working from home each week. Can you please confirm this works for you? • As this role involves supporting US-based customers, there will be a requirement to work some UK Public Holidays (excluding Christmas Day, and New Years Day). Can you please confirm this works for you? • Have you used any AI tools in your day to day work before? - If yes, please give an example. • Which statement best describes your experience with AI or new digital tools? • I haven’t used any yet, but I’m interested in exploring them. • I’ve tried one or two tools out of curiosity (e.g., ChatGPT, Copilot). • I regularly experiment with new tools to improve how I work. • I actively integrate and share new AI tools with my team or peers. • When a new technology or process appears at work, how do you typically respond? • I prefer to wait until it’s proven before I use it. • I’ll try it if others recommend it. • I like testing it myself to see what value it adds. • I get excited and usually help others understand how to use it. • Which statement sounds most like you? • I’m comfortable with established ways of working. • I adapt when change is needed. • I look for ways to improve things, even if change is uncomfortable. • I actively lead or champion change that helps us work smarter. • Declaration & Background Checking • By selecting yes, you are certifying that all information above, and in your attached resume, is correct at the time of submission (to the best of my knowledge). • Xero offers employment based on the satisfactory completion of relevant background checks, which may include a credit and criminal history check. By selecting yes you consent to Xero completing these checks if you are the successful candidate. • Recruiting Privacy Policy • Submit Application
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