Customer Care Team Leader

Job Overview

Shift 10am-7pm

Ready to lead a high-impact team and shape the customer experience at one of the top fintech companies in the industry?
AvidXchange is seeking a dedicated and people-first Customer Care Team Leader to inspire, guide, and elevate our Customer Care team. You’ll play a pivotal role in delivering exceptional service to our customers while creating a supportive, high-performing environment for your team.

This role is perfect for someone who thrives in a fast-paced, service-oriented environment, enjoys coaching and developing others, and knows how to roll up their sleeves to solve problems in real time.

What You’ll Do

• Lead a team of 8–10 multi-tiered Customer Care Representatives (Level I, II, and Senior), ensuring service excellence and KPI achievement.

• Oversee daily operations including case triage, task delegation, real-time performance dashboards, and workload prioritization.

• Act as an escalation point for complex customer issues—partnering with specialists across Product, Technical Support, and Escalations as needed.

• Conduct monthly, quarterly, and annual performance reviews and support professional development with clear goals and feedback.

• Manage personnel matters such as hiring, onboarding, coaching, documentation, and corrective actions in partnership with People & Culture.

• Run weekly team meetings and individual 1:1s to share updates, address blockers, and align on goals.

• Facilitate training sessions and coaching moments that level-up skills and promote a culture of continuous improvement.

• Collaborate with peer leaders and cross-functional teams to improve internal processes and enhance the overall customer experience.

• Participate in department-wide initiatives and lead projects that drive scalability and operational efficiency.

• Jump in to support direct customer interactions via phone, email, or chat during high-volume periods or critical situations.

What We’re Looking For

• 3+ years of experience in customer service or support; 1+ year in a team leadership or supervisory role preferred.

• Proven ability to lead teams, manage performance, and develop others in a fast-paced environment.

• Strong problem-solving skills and a calm, customer-first approach to de-escalations and critical issue resolution.

• Excellent communication skills—both verbal and written—with the ability to coach others and build trust.

• Comfortable working with KPIs, dashboards, and prioritizing workload to meet service level agreements.

• Highly collaborative mindset with the ability to build relationships across departments and drive cross-functional initiatives.

• Experience in a SaaS, fintech, or tech-enabled environment a plus.

Why You’ll Love It Here

• Be part of a culture that values growth, collaboration, and customer obsession.

• Work with a team that’s passionate about delivering real impact to our customers.

• Enjoy opportunities for development, mentorship, and career progression.

• Competitive compensation, benefits, and flexibility to support your work-life balance.

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
• 401(k) Match: 100% match on the first 3% of your salary, plus 50% match on the next 2%
• 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.