💼 About This Role

You'll lead and develop a high-performing team of specialists supporting US-based Melio customers, ensuring empathetic, accurate, and timely assistance across all support channels. Your impact drives global CX strategy and continuous improvement to maximize customer value. You'll role-model ownership and embed customer empathy into every interaction.

🎯 What You'll Do

• Lead and coach a team of customer support specialists.
• Drive performance against CSAT, quality, and response time metrics.
• Execute global CX strategy and implement change projects.

📋 Requirements

• Proven track record of leading teams in a customer support environment.
• Experience achieving service levels and high-quality experience targets.
• Ability to coach and mentor to uplift team capability and performance.
• Strong communication skills to navigate difficult conversations and influence stakeholders.

✨ Nice to Have

• Experience with Melio or financial technology platforms.
• Background in 24/7 support operations.
• Familiarity with workforce management tools.

🎁 Benefits & Perks

• 🏖️ Flexible hybrid work environment.
• 📚 Professional development opportunities.
• 💼 Competitive compensation package (estimated).

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Team Interview· 60 min

🚩 Heads Up

• Requires work on public holidays including Christmas Day.