💼 About This Role

You'll lead and develop a high-performing team of specialists supporting US-based Melio customers, ensuring empathetic and timely assistance. Your impact drives performance against key metrics like CSAT and response times while embedding customer empathy into every interaction. You'll also contribute to global CX strategy and champion continuous improvement.

🎯 What You'll Do

• Support US-based customers on the Melio payments platform
• Build and develop the team through recruitment and coaching
• Drive team performance against CSAT, QA, and response time metrics
• Execute global CX strategy and lead improvement projects

📋 Requirements

• Proven track record of leading teams in a customer support environment
• Experience working towards service level and quality targets
• Growth mindset and resilience to navigate change and conflict
• Ability to coach and mentor others to uplift team capability

✨ Nice to Have

• Experience with Melio or similar payment platforms
• Background in omni-channel customer support

🎁 Benefits & Perks

• 🏖️ Flexible working schedule
• 🏢 Hybrid work environment
• 📈 Professional development opportunities

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Phone Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Panel Interview· 60 min