Customer Experience Associate at Melio

At Melio, we are dedicated to simplifying the lives of small business owners by building intuitive B2B payment tools. Our mission is to help entrepreneurs spend less time managing back-office tasks and more time focusing on their true craft. As the fastest-growing B2B payment platform in the United States, we are constantly innovating to provide solutions that help small businesses thrive. We believe that our team is the heart of our brand, and we are looking for individuals who share our passion for customer success to help us build a more supportive financial ecosystem.

The role

We are looking for a Customer Experience Associate to join our team on a full-time, hybrid basis. This is a mid-level position based in the United States, requiring a presence in our New York City office at least three days per week. You will play a vital role in our growth by acting as a brand ambassador, ensuring that every small business owner we serve feels truly valued and supported through high-quality, personalized interactions.

Core responsibilities

• Deliver exceptional support to our customers across multiple channels, including phone, email, and live chat.
• Collaborate cross-functionally with internal teams to resolve complex product issues and provide feedback that helps us improve our platform.
• Maintain detailed documentation of all inquiries and work performed to ensure a seamless and efficient support experience.

Skills and experience

To be successful in this role, you should possess a strong background in customer service and a drive to solve complex problems. We are looking for candidates who demonstrate the following:

• At least two years of relevant experience providing support via phone and live chat.
• Excellent communication skills, with the ability to handle high-stakes financial conversations with empathy and clarity.
• A proven ability to manage multiple chat interactions simultaneously while staying calm under pressure.
• A passion for learning and a commitment to achieving key performance metrics.
• Comfort working in a fast-paced startup environment.
• Prior experience with Zendesk is considered a significant plus.
• Fluency in English.

Compensation and benefits

We offer a competitive annual base salary range of $61,000 to $65,000. In addition to your salary, we provide a comprehensive benefits package designed to support your overall well-being:

• Comprehensive medical, dental, and vision insurance plans.
• 401k matching and stock options to help you build your future.
• Holistic wellness programs covering physical, emotional, and social support.
• Generous paid time off, including vacation, holidays, and sick leave.
• A flexible hybrid work environment that fosters collaboration and professional growth.

How to apply

If you are ready to make an impact and help small businesses succeed, we would love to hear from you. Please submit your application through our official careers page to be considered for this opportunity. We review applications on an ongoing basis until the position is filled, and we look forward to learning more about your experience and how you can contribute to our team.