VP of Customer Care

Overview

The Vice President of Customer Care is a senior leadership role responsible for developing and executing strategies that ensure exceptional customer service and support. This position will oversee all customer care operations, including call centers and customer technical support teams. The ideal candidate will have a strong background in customer service, exceptional leadership skills, and a passion for creating a customer-obsessed culture.

This role is required to sit onsite in our Charlotte, NC HQ Uptown location (Hybrid - 3 days per week).

What you’ll do

• Strategic Leadership:
  • Develop and implement a comprehensive customer care strategy aligned with the company's vision and goals.
  • Drive initiatives to enhance the overall customer experience and satisfaction.
• Operational Management:
  • Oversee day-to-day operations of customer care teams, ensuring high-quality service delivery.
  • Establish and monitor performance metrics to evaluate the effectiveness of customer care processes and identify areas for improvement.
  • Implement and manage customer care technologies and systems to improve efficiency and service quality.
• Team Leadership:
  • Lead, mentor, and develop a high-performing customer care team.
  • Foster a positive and collaborative team environment that promotes professional growth and development.
• Customer Experience:
  • Advocate for the customer within the organization, ensuring their needs and feedback are heard and addressed.
  • Develop and maintain strong relationships with key customers, addressing their concerns and ensuring their satisfaction.
• Continuous Improvement:
  • Identify and implement best practices and innovative solutions to enhance the customer care function.
  • Stay current with industry trends and advancements in customer service and experience.
• Collaboration:
  • Work closely with other departments, including Sales, Marketing, and Product Development, to ensure a seamless customer experience.
  • Collaborate with senior leadership to align customer care strategies with overall business objectives.

What we’re looking for

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field; MBA or advanced degree preferred
• Minimum of 10 years of experience in customer service or customer care roles, with at least 5 years in a leadership position
• Proven track record of developing and implementing successful customer care strategies
• Strong leadership and team management skills, with the ability to inspire and motivate a large team
• Excellent communication and interpersonal skills
• Strong analytical and problem-solving abilities
• Experience with customer care technologies and systems
• Ability to thrive in a fast-paced and dynamic environment

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. 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 1,500 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 growing 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, and competitive benefits. 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 
• 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.