Customer Experience Manager

New York City

Customer Experience Manager

Location: Hybrid in New York City

Qualifications:

• 5+ years of relevant work experience
• Strong communication skills, with the ability to handle high-pressure conversations
• Excellent time management skills by being able to balance multiple projects at one time
• Excited to bring new processes and procedures to continue to develop the accountant’s customer journey at Melio
• Excellent time management skills by being able to balance multiple projects at one time
• Detail oriented when troubleshooting and reporting issues to the product team
• Driven to grow and take on new responsibilities within a team, while being a great collaborative team player
• Comfortable in a fast-paced startup environment, while being able to stay patient while managing a variety of situations
• Prior experience utilizing Zendesk

Bonus points:

• Experience working with accountants in a customer experience or customer support capacity
• Experience working for a tech startup or a similar environment driven by the vision and success of the company

A day in the life and how you’ll make an impact:

Translate Strategy into Action/Solving Problems:

• Full understanding of Partner workflows, pain points, Partner and customer expectations.
• Regularly assess operational risks or dependencies within the team, report it and make changes on the fly as needed.
• Collaborate with Product owners, Managers, Specialists, and CX Teams, identify opportunities and advocate for product improvements and/or tools that support the team’s needs and/or the needs of the customer.
• Understand CX best practices, drive for process improvements, and propose new ways of operating, with a focus on simplification.
• Collaborate with Product owner and CX Director to solicit feedback and inform the team’s performance and knowledge development.
• Identify an opportunity/problem to solve, lead and deliver on projects and solutions that drive the CX business forward.

Create Strong Employee Engagement:

• Communicate the vision of Melio and translate it into meaningful, clear goals for Specialists; the team sees the impact of their contribution on long and short term goals.
• Conduct regular coaching sessions and 1:1 meetings, performance management and career development of Specialists by engagement on the team level with weekly or bi-weekly meetings, training and activities.
• Support Recruiting with participation in screening, interviews, and assessment of internal and external candidates.

Performance Accountability:

• Accountable to manage and meet all metrics of their team, coverage, as well as adherence to company policies and schedules.
• Performance management: own the team and individual performance targets; drive for results; celebrate team and individual successes.
• Specialists know where they stand with clear, timely and direct performance feedback.
• Take quick but fair action on underperformance based on guidelines created by People Operations.
• Collaborate and network with peers as “First Team” to help drive performance goals, employee engagement and leverage strengths among the group.
• Utilize CX resources to develop individuals and support team objectives.

About the team:

The heart and soul of our brand are in the daily interactions with our Customer Experience Team. We don’t just solve issues, we consider ourselves Brand Builders and this differentiates us from the competition. This translates into world-class support for customers by combining fast, efficient, & personalized quality service. Their success is ours and we continually work to refine processes, workflows, and communication to provide a support experience that is friction-free. Beyond our day-to-day contact with customers, we also work cross-functionally with stakeholders across the company, as well as with our partners. We pride ourselves on instilling a high-performance culture that recognizes great work and celebrates team & individual success and creates a collaborative atmosphere where ideas are welcome. The Customer Experience Team is integral to Melio’s success.

About Melio USA: 

• Competitive compensation packages: We strive to make each and every employee feel valued and appreciated. 
• The annual base salary range for this position is  $90,000 - $105,000
• 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. 
• 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. 

Melio builds business-to-business (B2B) payment tools so small business owners can spend less time in the back office and more time on their craft. As the fastest-growing B2B payment platform in the US, Melio is working hard to find new and better ways to help small businesses succeed in the ways that work best for them.

Melio's diversity, equity and inclusion efforts have always been a top priority within our team. We are an Equal Opportunity Employer, and all of our employees encompass different strengths, experiences and backgrounds. DEI within Melio prioritizes race, gender, age, disability status, veteran status, sexual orientation, religion and many other parts that make up one's identity. Having a diverse team across all offices is key to our success, and inclusion is each #TeaMelio member's responsibility.