Customer Experience People Lead - Melio

The role & impact

As the Customer Experience People Lead for Melio, you will be at the heart of Xero's mission to supercharge small businesses. You will lead and develop a high-performing team of specialists dedicated to supporting US-based Melio customers, ensuring they receive empathetic, accurate, and timely assistance across all support channels. By role modelling strong ownership and accountability, you will empower your team to make decisions that best serve our customers and the business.

Your impact goes beyond day to day operations; you will be a brand ambassador who embeds customer empathy into every interaction. You will contribute to the global CX strategy, driving performance and continuous improvement to ensure our customers realise the maximum value from the Melio platform. Through proactive engagement and advocacy, you will represent the voice of the customer to influence positive business change.

The team & how they connect

You will be part of a global Customer Experience organisation, collaborating closely with local leadership and international peers to ensure a cohesive and aligned service. Your immediate team consists of Specialists and Senior Specialists who work together in a high-performance culture to deliver 24/7 support. You will also partner with various operational support roles to ensure the team is equipped to handle business changes and workforce requirements effectively.

Initially, you will focus on

• Supporting US-based customers on the Melio business payments platform to manage accounts payable efficiently.
• Building and developing the team through active recruitment, coaching, and a focus on diversity.
• Driving team performance against key metrics such as customer satisfaction (CSAT), quality assurance, and response times.
• Executing the global CX strategy and landing change projects that improve service delivery and internal processes.

Where and how you can work

We are looking to add Customer Experience People Lead to our team who will work the following schedule:

• Monday through Friday, 11:30AM - 8:00PM
• 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)

Here are some of the things we are looking for

• You bring a proven track record of leading or managing teams within a customer support environment.
• Your background includes working successfully towards service levels and high-quality experience targets.
• You possess a growth mindset and the resilience to navigate change and conflict in a positive, proactive way.
• An ability to coach and mentor others shines through your leadership style, helping to uplift team capability and performance.
• You are a confident communicator who can navigate difficult conversations and influence stakeholders effectively.
• Empathy and active listening are core to your approach, allowing you to build great relationships with both your team and your customers.