Lead Product Support Specialist - Lisa

Client Services Remote, United States

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Description

Hi, We’re AppFolio.
 
We’re innovators, changemakers, and collaborators. We’re more than just a software company – we’re pioneers in cloud and AI who deliver magical experiences that make our customers’ lives easier. We’re revolutionizing how people do business in the real estate industry, and we want your ideas, enthusiasm, and passion to help us keep innovating.

 

The Lead Product Support Specialist- Lisa role will provide leadership and support for AppFolio’s AI-driven digital leasing assistant, Lisa. The Lead Product Support Specialist - Lisa assists in resolving difficult customer or technical Lisa issues during the business day. They also interact cross functionally to provide recommendations on addressing product or process issues. The role participates in reviewing data to identify topics for training or process revision and looks for opportunities to improve the Lisa experience for our customers and their prospects.

What you’ll do:

  • Assist globally sourced frontline employees and supporting teams in resolving Prospect, Agent, or Boss situations/conversations that are escalated in the course of the business day. 

  • Using insights and feedback from day to day work, provide analysts and product teams with enhancement recommendations to improve overall performance and reduce potential third-party risks.

  • Manages small to medium size projects, partnering cross functionally, to define processes/procedures that improve front line and customer experiences. 

  • Assist in developing readiness plans to roll out product/process/policy updates successfully.

  • Ability to support ongoing and new hire training as needed in partnership with our globally sourced teams.

  • Utilize existing dashboards to provide insights to ops leaders for regular monthly up-training enhancements to reduce performance errors

  • Monitor quality and service level indicators and KPIs to ensure compliance. Contribute to action plans to improve agent performance.

  • Demonstrate a customer focus and willingness to go the extra mile to ensure we do the right things for our business, customers, and teammates.

 

What we’re looking for:

  • Willingness to work flexible hours as our services operate 24/7, 365 days a year, including holidays and weekends.

  • Strong understanding of the product offering (Lisa or Smart Maintenance) 

  • Ability to thrive and adapt in a fast paced environment.

  • Strong problem solving and de-escalation skills. 

  • A willingness to learn and master our system and policies contributing to the overall team success.

  • Strong comprehension skills and the ability to communicate clearly, both verbally and in writing.

  • Ability to positively implement feedback from and deliver feedback to peers and leaders.

  • Ability to travel domestically and internationally to vendor locations periodically.

Minimum Qualifications:

  • 2-3 years of contact center experience.

  • 1-2 years experience working with globally sourced (BPO) teams is a plus.

Additional for Internal Applicants:

  • 6 months consistently meeting or exceeding all performance metrics 

Compensation & Benefits      
The hourly wage that we reasonably expect to pay for this role is: $23.50 - $28.80 per hour.      
The actual base salary/hourly wage for this role will be determined by a variety of factors, including but not limited to: the candidate’s skills, education, experience, etc.       
Please note that base pay is one important aspect of a compelling Total Rewards package. 

Why AppFolio

Grow | We enable a culture of high performance, where delivering results is recognized by opportunities for growth and compelling total rewards. Our challenging and meaningful work drive the growth of our business, and ourselves.

Learn | We partner with you to realize your potential by investing in you from the start. We're cultivating a team of big thinkers through coaching and mentorship with our best-in-class leaders, and giving you the time and tools to develop your skills.

Impact | We are creating a world where living in, investing in, managing, and supporting communities feels magical and effortless, freeing people to thrive. We do this by innovating with purpose while cultivating a culture of impact. We learn as much from each other as we do our customers and our communities.

Connect | We excel at hybrid work by fostering an environment that feels flexible, personal and connected, no matter where we are. We create space to fuel innovation and collaboration, and we come together to celebrate, connect, and succeed.

Paddle as One.

Learn more at appfolio.com/company/careers

Statement of Equal Opportunity

At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That’s why we’re a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you’re always welcome at AppFolio.

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