Lead and develop a high-performing team of specialists dedicated to supporting US-based Melio customers.
Ensure customers receive empathetic, accurate, and timely assistance across all support channels.
Role-model strong ownership and accountability to empower your team to make customer-focused decisions.
Contribute to the global CX strategy, driving performance and continuous improvement.
Represent the voice of the customer to influence positive business change.
Collaborate closely with local leadership and international peers to ensure a cohesive service.

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

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.

Customer Experience Lead

Key skills