---
title: 'Customer Experience Specialist - Melio at Xero'
canonical: 'https://feeny.ai/job/customer-experience-specialist-melio-xero-manchester-0apnfjtyx359'
type: 'job'
last_seen: '2026-10-17'
---

# Customer Experience Specialist - Melio at Xero

- **Company:** [Xero](https://feeny.ai/companies/xero)
- **Location:** Manchester, United Kingdom
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-10-16
- **Last confirmed live:** 2026-10-17
- **Apply:** https://jobs.ashbyhq.com/xero/c2ce73fe-a7f2-440d-be8f-ec6c86df8682

## Job description

## The role & impact

In this role, you will play a key part in delivering world-class support and guidance to small business owners, bookkeepers, and accountants who rely on Xero and Melio. You will help customers resolve queries quickly and effectively across multiple channels, enabling them to understand and realise the full value of the business payments platform. By guiding users through key product features and workflows, you will empower small businesses to manage their accounts payable with ease while authentically representing the brand in every interaction. Operating in a fast-paced environment, you will troubleshoot complex issues and deliver clear, empathetic, and reliable support that meets high service standards. You will take personal ownership over your success, working towards productivity and quality goals while keeping customers updated every step of the way.

The team & how they connect You will join Xero's Customer Experience team while maintaining a dedicated focus on supporting US-based Melio customers and product workflows. The team collaborates closely across various departments within Xero and Melio to share insights, solve customer challenges, and streamline support experiences. Together, they embrace a growth mindset and continuously adapt to evolving strategies, tools, and technology to deliver outstanding customer outcomes.

Initially, the role will focus on:

- Providing fast, high-quality support across phone, email, and live chat channels.
- Navigating case management systems such as Salesforce and Zendesk to capture details accurately.
- Assisting customers with accounts payable workflows, vendor payment features, and platform navigation.
- Escalating complex technical issues smoothly while keeping customers fully informed of progress.

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)
- There will also be an evening pay supplement for shifts ending at 8:00 PM

Please note that the anticipated start date will be in 18 January 2027.

Here are some of the things we're looking for, for this role:

- Experience in a customer service environment working towards service levels and quality targets.
- Proven problem-solving skills with a thoughtful, diligent approach to resolving queries.
- Confidence in managing multi-channel communications, including phone, email, and concurrent live chat interactions.
- Technical proficiency with tools like Google Suite or Microsoft Office, and exposure to small business accounting platforms or CRM software such as Salesforce or Zendesk.
- Strong relationship-building skills grounded in empathy, active listening, and clear communication.
- Adaptability and a growth mindset that thrives in a fast-paced, high-change landscape.

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.

## About Xero

## Company Overview
- **One-liner**: Xero provides cloud-based accounting and financial management software for small businesses, serving over 4.9 million customers worldwide.
- **Entity Type**: Public (ASX: XRO, S&P/ASX 200 component)
- **Headquarters**: Wellington, New Zealand
- **Founded**: July 6, 2006
- **Founders**: Rod Drury, Hamish Edwards

## Core Business
- **Primary industry**: Cloud accounting software (SaaS)
- **Target customers**: Small businesses, accountants, and bookkeepers (B2B)
- **Mission**: To make life better for small businesses globally by automating routine tasks and delivering actionable insights.

## Products & Services
- **Xero Accounting Software**: Cloud-based platform for invoicing, bank reconciliation, expense tracking, payroll, and financial reporting. Sold by subscription (Starter, Standard, Premium tiers).
- **JAX – AI Finance Partner**: An AI-powered assistant integrated into Xero that automates routine tasks and provides insights to help businesses grow.
- **Xero Ecosystem**: Over 1,000 third-party app integrations via the Xero App Store, covering payments, inventory, CRM, and more.
- **Xero for Nonprofits**: Discounted subscriptions (25% off) for eligible nonprofit and community organisations.
- **Xero for Purpose**: Social impact initiatives including financial literacy programmes (Unlock Your Numbers), sustainability tools (Sumday carbon app), and the Xero Beautiful Business Fund (NZ$750,000+ in funding annually).

## Market Standing
- **Valuation/Market Cap**: Not disclosed in provided sources (publicly traded with market cap available on ASX; latest data not included in search results).
- **Key Metric**: Annual Revenue NZ$2.103 billion (FY2025); Net income NZ$227.8 million (FY2025).
- **Notable Investors/Partners**: Board Chair David Thodey; CEO Sukhinder Singh Cassidy. In June 2025, Xero announced an agreement to acquire Melio, a New York-based payments provider, for $2.5 billion.
- **Growth Signals**: Achieved Rule of 40 outcomes of 41.0% (May 2024) and 43.9% (Nov 2024). Customer base grew to 4.9 million. Headcount of 4,610 employees (2025). Expanding globally with offices in New Zealand, Australia, UK, US, Canada, South Africa, and Singapore.

## Competitive Advantages
- **Market leader** in cloud accounting across New Zealand, Australia, and the UK.
- **AI-first approach** with JAX, embedded directly into the core product to reduce manual work.
- **Extensive integration ecosystem** (1,000+ apps) creating high switching costs for customers.
- **Strong brand trust** built over 19 years with a focus on small business success.

## Strategic Focus
- **AI and automation**: Deepening AI capabilities (JAX) to deliver predictive insights and automate finance workflows.
- **Payments expansion**: Acquisition of Melio to strengthen payments capabilities for small businesses.
- **Sustainability**: Reducing carbon emissions (72% reduction in scope 1 & 2), offering free carbon accounting tools, and supporting small business sustainability.
- **Social impact**: Scaling programmes like the Beautiful Business Fund and financial literacy initiatives.

## Why Work Here
- **Culture**: Values-driven, human-centric organisation with a focus on making a tangible impact on small businesses globally.
- **Flexibility**: Emphasises a flexible environment and time for what matters most (remote/hybrid policy not explicitly stated but implied).
- **Perks & benefits**:
  - One paid day off per year for volunteering (Community Connect programme).
  - Free access to Sumday carbon accounting app for employees.
  - Financial literacy resources and mentorship programmes.
- **Engineering & innovation**: Dedicated Engineering and Data & AI teams (open roles visible on careers page). Global collaboration across 7+ countries.
- **Diversity & inclusion**: Indigenous inclusion initiatives (te ao Māori in NZ, Reconciliation Action Plan in Australia), support for Indigenous communities.
- **Sustainability focus**: Employees can contribute to environmental goals through company-wide initiatives.

## Sources
1. [Wikipedia – Xero](https://en.wikipedia.org/wiki/Xero)
2. [Xero About Page](https://www.xero.com/au/about/)
3. [Xero Careers – Inside Xero](https://careers.xero.com/inside-xero/)
4. [Xero Careers – Teams](https://careers.xero.com/)
5. [Xero Homepage](https://www.xero.com/)

## Other roles at Xero

- [Senior Marketing Manager, EMEA](https://feeny.ai/job/senior-marketing-manager-emea-xero-cape-town-j5dbt77nvz6x) — Cape Town, South Africa
- [Director of Product Design](https://feeny.ai/job/director-of-product-design-xero-london-abh2s5vwzpns) — London, United Kingdom
- [Lead Engineer - Payments Platform](https://feeny.ai/job/lead-engineer-payments-platform-xero-washington-m6pkscwf9c0q) — Washington, DC
- [Engineering Manager](https://feeny.ai/job/engineering-manager-xero-london-qqad92mfhj3h) — London, United Kingdom
- [Workplace Experience Lead](https://feeny.ai/job/workplace-experience-lead-xero-san-mateo-chd8q5sc97s4) — San Mateo, CA
- [Senior Software Engineer - AI](https://feeny.ai/job/senior-software-engineer-ai-xero-melbourne-wy84yt8bba9z) — Melbourne, Australia
- [Lead/Staff Software Engineer](https://feeny.ai/job/lead-staff-software-engineer-xero-san-mateo-eajgj6wa9bk4) — San Mateo, CA
- [Senior Product Marketing Manager - Payments](https://feeny.ai/job/senior-product-marketing-manager-payments-xero-melbourne-7jtjzme125z7) — Melbourne, Australia
- [Senior Engineer, Salesforce Platform](https://feeny.ai/job/senior-engineer-salesforce-platform-xero-melbourne-xjxr6wyvevph) — Melbourne, Australia
- [Junior Accountant](https://feeny.ai/job/junior-accountant-xero-wellington-j7f0nkfym64q) — Wellington, New Zealand