VP of Customer Care

AvidXchange, Inc.•Charlotte, NC

13d•Hybrid

About The Position

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).

Requirements

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

Responsibilities

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.

Benefits

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