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.