Senior Operations & Systems Associate (CX) - Melio

Job description

THE ROLE / IMPACT: As our Senior Operations & Systems Associate, you'll look after the ongoing development, optimisation and administration of Melio's Zendesk environment, serving as the technical backbone of our Customer Experience team. You'll bring deep expertise in scaling support systems within high-growth, startup environments, connecting complex technical requirements with the everyday realities of our support team. By refining workflows, protecting data integrity and enabling smooth platform adoption, you'll directly improve operational efficiency, elevate the experience our customers have with Melio, and provide the reliable business insights that shape our strategic decisions. THE TEAM & HOW THEY CONNECT: You'll join Melio's Customer Experience team, the people who keep support running smoothly for the small businesses that rely on Melio's payment platform. Zendesk sits at the centre of how the team works, and you'll partner closely with colleagues across the business to keep processes, data and reporting connected as Melio continues to grow. INITIALLY, YOU WILL FOCUS ON: - Acting as the primary administrator for Zendesk, working with stakeholders across the business to gather and prioritise requirements - Managing data feeds and third-party integrations, and keeping information accurate for reliable reporting - Running regular system audits and getting the platform ready for upcoming upgrades - Supporting new users through onboarding, and helping teams adopt Zendesk best practice WHERE AND HOW YOU CAN WORK: This role is set up as hybrid, balancing time in the office with time working from home. Given the international footprint of the wider team, you'll work to New Zealand business hours once you're through your initial onboarding period. Like all Xero roles, you'll have access to flexible working arrangements and wellbeing (boost) days throughout the year. HERE ARE SOME OF THE THINGS WE'RE LOOKING FOR, FOR THIS ROLE: - You'll bring strong data management skills, with a knack for turning complex requirements into clear, practical detail. - Designing new processes comes naturally to you, and so does getting people on board with the changes that follow. - You're a collaborative team player, known for seeing projects through from idea to completion. - Your technical aptitude extends to understanding platform capabilities such as apps, objects, formula fields, workflows and custom views. - Day-to-day Zendesk administration and configuration is familiar territory for you, ideally gained within a high-growth or startup environment. Having built a Zendesk instance from the ground up is a bonus. - A solid understanding of what a Customer Experience organisation needs, plus experience connecting tools through third-party integrations, will help you settle in quickly. Exposure to fintech or startup environments is a nice-to-have. Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.