As a Customer Support Operations Manager, you will play a vital role within the go-to-market teams at Melio. You will support all business and customer experience related functions through Zendesk management, CRM management, reporting, project management, and internal process development. This role is essential to scale our team in the most efficient and effective way possible through stellar communication, domain expertise in software, and the passion to continue to build our business!

How you’ll make an impact:

• Create and sustain training and onboarding materials for the Customer Experience team
• Define lead and user assignments automation and tracking to create more efficiency and daily productivity
• Provide Zendesk administration and data reporting to better understand Zendesk tickets and common trends for our support team
• Administrate other working tools to support all operational functions of the Melio team’s operational successes through Intercom, Zendesk, AirCall, IT, Boards, etc.
• Customize and create visualizations and dashboards, which includes setting up all key KPI dashboards rotation in office, and working cross functionally as needed
• Support training collateral (decks, videos, FAQs) to share and organize information throughout all of the go-to-market teams
• Create and maintain Customer Experience playbooks that are critical to the scale of our organization

What we’d love to see: 

• 4+ years of operations experience, preferably in a scaling startup
• Experience working with Zendesk on an operational level
• Fintech / SaaS experience is a plus
• Experience with billing/revenue cycle management technology, process improvement or workflow implementation is a plus
• Passion for creating training collateral and playbook materials, with the ability to work cross-functionally company wide
• Data savvy with excellent skills in Excel and Salesforce
• Strong ability to use data to understand workflows and assess operational effectiveness

Benefits and Perks:

• Comprehensive health benefits (medical/dental/vision) where Melio pays a majority of the monthly premiums 
• Competitive compensation plans
• 401K matching
• Stock options
• Flexible PTO
• Stocked kitchen full of snacks, drinks, coffee and much more!
• Weekly catered lunch
• Yoga Fridays
• Plenty of fun team outings
• 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, nationally, 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!