Senior Director of Customer Care

Job Overview:

The Senior Director of Customer Care is an integral member and leader within the Customer Experience Team. This position will directly focus on overseeing our Product Support for AvidXchange customers. This position is responsible for driving the success of the departmental roadmap focused on improving our customer experience, particularly through the way we elevate how we handle product questions, technical questions, partner management and escalation support and how we build consistency across all Tier 2 teams supporting our customers. It aligns to the vision of the VP of Customer Care and SVP of Customer Experience and the established company goals and is the driver of all business functions within the Tier 2 support organization. This position guides and advises their direct reports on all operational functions and must work cross functionally with other leaders for the success of the organization.

What you’ll do:

• Creates a foundation for continuous productivity and process improvement, drives
• innovative solutions and plays a critical role in building a best in class team who puts the customer first.
• Accountable for all business requirements for the customer support organization and for driving excellence in customer service, trouble-shooting and continuous quality improvement.
• Builds a high performance culture that focuses on achieving key business metrics including Time to Resolution, Customer Satisfaction and individual employee metrics Builds long term plans to improve as an organization, with minimal input needed that covers everything from planning, reporting, execution and improvements.
• Directs the work of multiple leaders and business channels while fostering an environment built on trust, collaboration, transparency and high accountability.
• Maintains business continuity for customer support and works across multiple locations and business functions to ensure service level and other goals are met to mitigate risks and impacts to our company’s reputation.
• Proactively identifies areas of need, using data and insights, to optimize how our employees work, improve the customer experience and the product experience. Understands the product and customer usage of the product through learning and education as well as hands on experience, diving into the platform.
• Manages high profile accounts and difficult customers, improving the relationship and tackling escalations as needed.
• Uncovers root causes of difficult employee and customer problems and evaluates the risks and benefits of different solutions as well as how to harness the necessary resources to resolve problems timely and efficiently.
• Creates a plan for long term solutions needed to solve the root problems and works with others to help execute them, keeping track and organizing efforts as part of larger initiatives that roll into the larger vision.
• Resolves critical and complex issues and cultivates an environment that empowers leaders and teammates at every level to do the same.
• Communicates at the executive-level when sharing company and relationship management/customer care vision and mission.
• Contributes to the organization by participating in multiple complex and cross-functional projects and initiatives as needed that aid in company current and future service and product growth.
• Accountable for high team morale and motivation and keeps team informed of issues that impact employee retention by facilitating focus group meetings, skip levels and other forums as needed.
• Conducts performance meetings with leadership team and ensures progression of all performance and development plans for directs and extended staff.

What we’re looking for:

• Minimum of 8+ years experience in software or customer support with at least half of that time spent in people leadership
• Proven ability to interpret and apply pertinent policies, procedures, regulations, and requirements across multiple locations with complexed products and systems
• Proven track-record in establishing strong customer relationships and delivering solutions for small to mid-size organizations
• Persuasive and effective communicator with the ability to interact with a wide variety of stakeholders
• Proven ability to utilize data to identify areas of opportunity to improve the team performance, the customer experience or the product understanding
• Proven ability and experience building strategic plans and executing long term goals that span more than a single month or quarter
• Proven ability to work cross functionally within the department to improve other areas of the Customer Experience organization
• Proven ability to lead across multiple product lines and build a unified experience for team members and customers based on process and focus
• Proven ability to work cross functionally with other departments, specifically Product teams, to champion the needs of the customer
• Proven ability to dive into the customer product and learn to be able to speak proficiently to their team as well as our customers
• 10+ years managing people leaders or multiple channels in a customer support and/or contact center environment
• Typically requires a University Degree or equivalent experience and minimum 8 years prior relevant experience
• Bachelor’s degree in Business Management, Business Administration,
• Communications, Information Technology or equivalent work experience
• Excellent verbal, written and interpersonal communication skills
• Strong time management, multitasking and prioritizing ability
• Proven ability to drive team member engagement and retention
• Experienced in people management practices
• Ability to attract and retain top tier talent
• Located or willing to relocate to Charlotte to work directly with team members as large majority of the team resides in NC

About AvidXchange

AvidXchange is a leading provider of accounts payable (“AP”) automation software and payment solutions for middle-market businesses and their suppliers. By trade, we are a technology company, but if you ask anyone who works here, they’ll tell you our people are at the core of who we are. We focus on creating a culture of Diversity, Inclusion & Belonging, and are proud to be a safe place where teammates can bring their whole selves to work. At AvidXchange, mindset is everything. We are Connected as People, Growth Minded, and Customer Obsessed. These three mindsets represent our culture – who we are, who we’ve always been, and they guide us to improve every day. Since our founding in 2000 in Charlotte, NC, we’ve created a company of over 1,600 teammates working across the U.S., or remotely. AvidXchange is proud to be Certified™ as a Great Place to Work®. The prestigious recognition is based on anonymous data from our teammates and makes official what our teammates have known for years – that AvidXchange is a Great Place to Work®. 

Who you are: 

• A go-getter with an entrepreneurial mindset – that means you are not afraid of taking risks, winning big or facing the unknown. 
• Someone who understands that business is people centric. Connecting with others as humans first allows you to develop mutually beneficial working relationships. 
• Focused on making a difference for our customers. AvidXchange exists to help solve complex problems for our customers so we can all realize our potential. 

What you’ll get:  

AvidXchange teammates (we call them AvidXers) get the perks and prestige of a publicly traded tech company paired with the flexibility of a founder-led startup. We help our AvidXers develop as professionals and as human beings, providing work/life balance, development programs, competitive benefits and equity options. At AvidXchange, we are building more than a tech company – we are building an experience. We remain committed to a culture where you can fully be 'you’ – connected with others, chasing big goals, and making a meaningful impact. If you want to help us grow while realizing your potential and creating stories you’ll tell for years, you’ve come to the right place.

AvidXers enjoy:  

• 18 days PTO* 
• 11 Holidays (8 company recognized & 3 floating holidays) 
• 16 hours per year of paid Volunteer Time Off (VTO) 
• Competitive Healthcare 
• High Deductible Heath Plan Option that has $0 monthly premium for teammate-only coverage 
• 100% AvidXchange paid Dental Base Plan Coverage
• 100% AvidXchange paid Life Insurance 
• 100% AvidXchange paid Long-Term Disability 
• 100% AvidXchange paid Short-Term Disability  
• Employee Assistance Program (EAP) - Provides counseling services, legal and financial consultations and health advocacy for Teammates and their eligible dependents
• Onsite Health Clinic with Atrium Health - available to Teammates and their eligible dependents
• 401k Match up to 4% 
• Parental Leave: 8 weeks 100% paid by AvidXchange** 
• Discounts on Pet, Home, and Auto insurance 
• BrightDime Financial Wellness Tool, offered free to teammates 
• WeeCare Childcare Service: helps teammates find affordable daycare, childcare, and tutors 40% less expensive than traditional daycare centers 
• Perks at Work: free discount program that provides teammates the opportunity to save on items from electronics, movie tickets, car buying, vacations, and more 
• Onsite gym fitness center, yoga studio, and basketball court
• Tuition Reimbursement up to the federal maximum of $5,250***
• Hybrid Workplace Flexibility
• Free parking

*Fully granted from beginning of year, pro-rated if hired mid-year 

**Must be full-time for at least 3 months

***Must be full-time for at least one year 

Equal Employment Opportunity

AvidXchange is an equal opportunity employer. AvidXchange is committed to equal employment opportunity in accordance with applicable federal, state, and local laws. AvidXchange will not discriminate against applicants for employment on any legally recognized basis. This includes, but is not limited to veteran status, race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age and physical or mental disability.