Customer Experience Manager

| Greater Denver Area
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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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Technology we use

  • Product
  • Sales & Marketing
    • AsanaManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • Monday.comManagement
    • SmartsheetManagement
    • HubSpotCRM
    • IntercomCRM
    • SalesforceCRM
    • ZendeskCRM
    • LinkedIn NavigatorCRM
    • CrunchbaseCRM
    • MailChimpEmail
    • Google SuiteEmail
    • ZoomInfoLead Gen

Location

Melio sits in the heart of the LoDo area of downtown Denver. It's bustling with amazing shopping and great options for dining. Located right by Union Station, there is ample public transportation available near the Melio office.

An Insider's view of Melio

What are some social events your company does?

We’ve done everything from a team building scavenger hunt around Manhattan, to an in-house coffee tasting. From happy hours to baking classes, the team has built relationships both inside and outside of the office. We’re set up for success to be able to work hard but also build friendships through all of the company wide activities we do together!

Ilya Shapiro

Customer Success Team Lead

What projects are you most excited about?

The team has worked cross-functionally to get Employee Resource Groups up and running. We have cohorts focusing on DEI initiatives, volunteering opportunities within the community, cultural partnerships to foster learning and development, and much more. We are constantly getting the team involved to promote learning and development across Melio.

Roohi Ahuja

Employee Experience Manager

How does the company support your career growth?

I came in to Melio with a plan to take my career to the next level and I voiced it early on to my managers and director. My leaders took personal interests in my goals and really pushed me to the finish line. Fast forward to now, I have been promoted into my dream position and have been able to grow professionally and personally within the team!

Jada Miller

Customer Experience Enablement Manager

How do you make yourself accessible to the rest of the team?

Accessibility starts with creating a strong team bond and safe working space. We do daily team stand-ups to reflect on deliverables and work together to solve any bottlenecks. Along with weekly one-on-one meetings, we are always in touch throughout the day on Slack. My goal is to create an environment where people feel great working with leaders!

Debbie Stevens

Head of Sales & Customer Success Operations

How does your team reward individual success?

The team is constantly learning and growing from each other. Alongside a live shout-out Slack channel, during weekly meetings with the entire team leaders are highlighting the people that had a strong week or made impact on a colleague. Being a top performer and great team player never goes unnoticed, and we work together to bring success entirely!

Patrick O'Neill

Account Executive

What are Melio Perks + Benefits

Melio Benefits Overview

Here at Melio, our culture and our people are some of the company's biggest priorities. We champion a team that fosters diversity and inclusivity in all aspects. We champion and continue to build upon our employee experience, which drives collaboration, transparency and overall development on an individual and team level.

Culture
Volunteer in local community
Melio participates in local volunteer activities that focuses on supporting small businesses across the country.
Friends outside of work
Eat lunch together
Intracompany committees
Melio has committees that focus on DEI initiatives along with company-wide events. From celebrating LatinX Heritage Month to our themes happy hours, we have a committee to support the roll-out!
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Melio is proud to have a management team that is as diverse as our staff, and we work collaboratively to focus on continuous improvements of our DEI initiatives.
Unconscious bias training
All hiring managers at Melio go through an intensive unconscious bias training to ensure that we are continuing to champion diversity and inclusion, especially with hiring!
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
We have DEI Resource Groups that our employees are heavily involved in. And if we don't have the resource group that an employee is looking for, they are encouraged to lead it!
Hiring Practices that Promote Diversity
Diversity, Equity and Inclusion is top of mind while hiring. We do hiring manager training specifically designed around continuing to promote DEI in the Melio team.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Melio offers healthcare benefit options where we fully cover the monthly cost of select programs.
Vision Benefits
Melio offers healthcare benefit options where we fully cover the monthly cost of select programs.
Health Insurance Benefits
Melio offers healthcare benefit options where we fully cover the monthly cost of select programs.
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Melio's team fitness initiatives include in-office yoga, in-office fitness classes, even virtually as well!
Mental Health Benefits
Melio provides the Employee Assistance Program through JustWorks. We also provide direct counseling services along with tools through JustWorks to continuously promote positive mental health!
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Melio automatically grants 3% to all employees.
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Melio has continued to keep our community top of mind, where we continue to run programs to donate and match charitable contributions to organizations around the world.
Child Care & Parental Leave Benefits
Child Care Benefits
Melio has granted a child care stipend to employees to cope with the difficulties of COVID-19.
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Melio is currently working from home due to the circumstances of COVID-19. We have continued to keep our culture and employee experience at top of mind to create the best working environments.
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Melio offers pre-tax commuter benefits for all employees.
Company Outings
Game Room
Stocked Kitchen
Melio has a fully stocked kitchen including unlimited snacks, coffee, tea and much more!
Some Meals Provided
Employees get free lunch on Thursday. We have implemented a Seamless partnership that subsidizes free meals while working from home due to COVID-19.
Happy Hours
Pet Friendly
Recreational Clubs
Home Office Stipend for Remote Employees
We have provided a stipend to be sure our employees have the best working environment while working from home due to COVID-19.
Professional Development Benefits
Job Training & Conferences
Melio offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Customized development tracks
Paid industry certifications
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