Melio is hiring a
Customer Experience Associate

Summary

The job description is for a Customer Experience Associate position at Melio, a fast-growing B2B payment platform. The role involves providing outstanding customer support through various channels, collaborating with internal teams, improving product needs, and working cross-functionally across departments. The ideal candidate has 2+ years of relevant experience, is skilled in clear communication, and comfortable in a fast-paced startup environment.

Requirements

• 2+ years of relevant customer service experience specifically supporting customers through Phone and Live Chat
• Expertise in clear, confident communication
• Skilled in juggling multiple chat interactions simultaneously while maintaining a calm and empathetic demeanor
• Passionate about acquiring knowledge, adept at complex problem-solving, and motivated to excel in achieving key metrics
• Driven by a passion for going above and beyond for customers with a strong focus on customer obsession and centricity
• Comfortable in a fast-paced startup environment, while being able to stay patient while managing a variety of situations

Responsibilities

• Provide outstanding support experiences to customers through live conversations via Phone, Email and live chat
• Actively switching back and forth between channels if needed
• Prioritize customer needs above all, while resolving numerous issues efficiently
• Work collaboratively with internal teams to resolve tickets efficiently
• Improve product needs by understanding trends in support related topics
• Work cross-functionally throughout all departments to work through any customer product issues
• Manage and document all worked performed within the customer support inquiry

Preferred Qualifications

• Prior experience utilizing Zendesk is a plus
• Experience working with small businesses in a customer experience or customer support capacity/a tech startup or a similar environment

Benefits

• Competitive compensation packages
• Medical, dental, vision coverage
• 401K matching and stock options
• Wellness programs
• Time off
• Food perks
• Office culture
• Growth and development opportunities