Manager of Customer Care - Spend Management Platform

Job Overview:

The Customer Care Team Manager is an integral member of the Relationship Management team. It aligns to the vision of the Customer Care department head and the established company goals and is the owner/driver of at least one primary business unit function. This position guides and advises their direct reports on all operational functions within their assigned group. This position is expected to work cross functionally with other departments to have input to product and process development needs.

What you will do:

• Lead a team of Team Leads who support our Customer Care, Technical Support or Product Support teammates.
• Manage day to day operations of the team including reviewing daily performance metrics to ensure we are hitting our goals and metrics.
• Leads meetings to keep teammates aware of important process changes and updates to ensure reliable service for our customers.
• Participates and/or leads projects related to the department goals within Customer Care, working with individual teammates and managing the projects.
• Directly works with customers as needed on any escalations related to poor customer interactions and manages through to completion.
• Directly works with customers on all low satisfaction surveys to understand what caused the issue and identify ways to improve in the department.
• Responsible for working with operational excellence team on anything related to capacity and staffing needs to support the customers.
• Contributes to the success of the organization by monitoring, inspecting and regularly conducting performance discussions with direct reports for improved customer experience, quality assurance and productivity.
• Champions diversity, motivates and holds self and Team Leaders accountable for exceptional teammate retention and job satisfaction.
• Documents and conducts all performance conversations to include monthly scorecards, mid-year and annual performance reviews.  
• Responsible for all personnel issues and works directly with HR as needed for people development, performance management, behavioral, hiring, onboarding and termination decisions.
• Tracks, approves, and edits time-off and other attendance tracking.
• Provides visibility to department head for all risks related issues.
• Represents AvidXchange in any Customer facing capacity.

What we are looking for:

• Must be able to work cross-functionally
• Excellent written and verbal communication
• Analytical and basic understand of business process and reporting acumen
• 5 years prior relevant experience required

Preferred Experience, Qualifications, and Skills:

• Bachelor’s degree in Business Management, Information Technology, Communications or equivalent work experience.
• Minimum 2 years of previous experience within the Customer Care department or as an AvidXchange Team Coach or Lead or minimum of 5 years previous managing others outside of AvidXchange
• Time management and multitasking
• High attention to detail
• Must be a self-starter
• Acts as change-agent
• Ability to work with diverse teams
• Research and problem solving

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.