We want YOU to be a founding member of the new Denver FaMelio! As the fastest growing fintech company in the United States, the Melio team is expanding to Denver to continue to impact and aid small businesses across the country. We are looking for collaborative, transparent and hardworking team members to help grow and scale this new office!

The Customer Experience Manager role is vital to the success of the CX team in metrics, engagement and the company mission.

The Customer Experience Manager achieves success by developing and managing a highly motivated team that delivers strong, consistent results and an exemplary customer service experience that creates loyalty and reflects our Core Values,  as well as creating a seamless experience for our integrated partners.

By providing recommendations, insights, and world class support, you will be a leader in helping companies get the most value out of Melio through our partners and play an essential role in ensuring Melio’s partners and customers have a positive experience.  

 

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.

What we’d love to see:

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

Benefits and Perks:

  • Basic compensation: $70,000 - $80,000
  • 100% health insurance coverage on selected plans (medical/dental/vision)
  • Competitive compensation plans
  • 401K matching
  • Equity
  • Flexible PTO
  • Weekly lunch perks
  • Plenty of fun team activities
  • Extensive career growth and development opportunities throughout a growing startup

About us: 

When we started Melio, we wanted to build more than an efficient Accounts Payable tool. We wanted to build a service that helps small businesses keep up with business. Melio is a B2B payments experience that not only saves time but also significantly improves cash flow. We aid to make payment workflow so simple it helps businesses focus on their customers, not their back office. With strong VC backing, the Melio team has continued to grow exponentially. Through our offices in New York City and Tel Aviv, our faMELIO is made up of hardworking go-getters. We love to celebrate the successes of our team, and the continued success of our growing company! 

Here at Melio, culture is one of our biggest priorities. We champion a team that fosters diversity and inclusivity in all aspects. Regardless of gender, age, race, nationality, sexual orientation, parental status, or disability, Melio will consider all qualified applicants during our process as we are proud to be an equal opportunity employer. Even if you’re on the fence about applying to an open role, please throw your specs in the mix -- we’d love to connect with you!

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