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