Customer Experience Associate

Summary

Join Melio as a Customer Experience Associate and kickstart your tech career! This remote Denver-based role focuses on providing exceptional support to small businesses, going beyond typical customer service duties. You'll be a key player in brand building and retention, ensuring every interaction enhances the Melio brand. The position requires strong communication and problem-solving skills, experience with phone and live chat support, and the ability to thrive in a fast-paced startup environment. Melio offers a competitive compensation package, including benefits like medical, dental, vision, 401k matching, stock options, wellness programs, and generous time off. This is an opportunity to make a significant impact on a rapidly growing company.

Requirements

• 2+ years of relevant customer service experience specifically supporting customers through Phone and Live Chat
• Expertise in clear, confident communication, crucial in handling the high-stakes financial transactions that are vital to small business owners
• 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
• Prioritizing 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
• Bonus points for experience working with small businesses in a customer experience or customer support capacity/a tech startup or a similar environment

Benefits

• Competitive compensation packages: The annual base salary range for this position is $45,000 - $55,000
• Medical, dental, vision: We offer highly competitive and selected plans with 100% coverage, FSA and HSA
• 401K matching and stock options
• Wellness: We take a holistic approach to wellness at Melio with a focus on providing financial, physical, emotional, social, and community support for our employees
• Time Off: Time to rest and recharge is a priority for us. We offer competitive vacation time, sick days, holidays, parental leave and wedding days to allow you to take the time you need, when you need it
• Food perks: Enjoy our fully stocked kitchens, along with a weekly Seamless stipend and plenty of catered meals each week
• Office culture: Thrive in our collaborative offices in New York City or Denver, in a hybrid working environment. We are dog friendly as well!
• Growth and development: Lean on the diverse team to foster professional and personal growth through workshops, mentorship programs, and team building activities