Customer Experience Associate

Summary

Join Melio as a Customer Experience Associate and kickstart your tech career, supporting small businesses through phone, email, and live chat. You will provide outstanding support, prioritizing customer needs and resolving issues efficiently. Collaborate with internal teams, improve product needs by understanding support trends, and work cross-functionally to resolve customer product issues. This role involves actively switching between communication channels, managing and documenting work, and contributing to brand building and customer retention. The ideal candidate possesses 2+ years of relevant customer service experience, excels in communication, and thrives 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.

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

• Medical, dental, vision: We offer highly competitive and selected plans with 100% coverage, FSA and HSA
• 401K matching and stock options: Feel the investment of working at a hyper-growth startup
• 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
• Growth and development: Lean on the diverse team to foster professional and personal growth through workshops, mentorship programs, and team building activities