Customer Care Representative I

Job Overview

At AvidXchange, our Customer Care Representatives are the front line of our Customer Experience Department. As part of our Tier 1 Support team, you’ll be the first point of contact for customers, helping them resolve questions quickly and effectively across phone, email, and chat channels. From troubleshooting basic product inquiries to guiding customers through service requests, you’ll play a key role in ensuring every interaction reflects our commitment to exceptional service.

What You Will Do

• Serve as the first point of contact for customers, handling inquiries with professionalism and empathy across phone, email, and chat.

• Provide clear, timely resolutions or direct customers to the appropriate resources when needed.

• Learn the fundamentals of AvidXchange products and stay current with updates and enhancements.

• Assist customers by guiding them to self-service tools, FAQs, and best practices.

• Accurately document customer interactions, issues, and solutions in our tracking system.

• Partner with teammates to escalate complex matters to Level II or senior staff when necessary.

• Meet or exceed performance goals across customer satisfaction and quality metrics.

• Continuously grow your product knowledge and support skills to better serve our customers and your team.

What We Are Looking For

• A customer-first mindset with excellent communication skills (both written and verbal).

• Ability to remain calm, professional, and solutions-focused in all interactions.

• Curiosity and eagerness to learn new products, processes, and problem-solving techniques.

• Strong organizational skills and attention to detail when documenting customer cases.

• Comfort working in a fast-paced environment with multiple communication channels.

• A collaborative spirit and willingness to support teammates to ensure customer success.

 

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)