Associate Manager, Customer Care - Payment Support

Customer Care Santa Barbara, California

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Description

AppFolio is more than a company. We’re a community of dreamers, big thinkers, problem solvers, active listeners, and multipliers. At every opportunity, we set the pace while delivering innovation built to carry real estate into the future. One in which every experience feels effortless, yet meaningful. Where customers are empowered to take on any opportunity. We show up as one team, connected by our values to be a force for good. Because together, we have the power to create extraordinary outcomes for our customers, our communities, and ourselves.
The Associate Manager of the Payment Support, Customer Care team is a leadership role reporting to the Sr. Manager, Customer Care (GPS+) within Client Services. The Associate Manager’s day-to-day focus is to lead a Customer Care team, focusing on support quality & agent productivity.
The Associate Manager will lead a high-performing team of AppFolio Customer Care Specialists that consistently delivers excellent customer experiences and drives the business forward by leveraging the team’s deep understanding of the payments platform to build critical advancements in the payments product, internal Customer Care knowledge base, and operational processes.
As a member of the Customer Care Leadership team, the ideal Associate Manager candidate is an engaged culture carrier with a passion for supporting and teaching others, who coaches Customer Care specialists by emphasizing high-quality customer interactions, can easily navigate stressful situations, and can engage with cross-functional stakeholders to improve the customer experience at all stages of their support journey. 
Your impact 
  • Drives the Payment Support team to meet all current and future performance KPIs.
  • Works 1:1 with team members to identify areas for improvement and sets clear performance expectations, including:
    • Support Funnel Effectiveness: Drive high customer satisfaction throughout the support journey as measured by improving resolution (24hr TRT to 70%, 48hr TRT to 80%) , first response time (24hr FRT to 95%, and CSAT @ 90+)
  • Resolve Risk cases and Manager Escalations in a timely manner.
  • Receive an eNPS of 9.0 or higher for Employee Engagement. 
  • Hire, develop, and retain AppFolio culture carriers in line with CC hiring and attrition budget.
  • Takes pride in driving forward the business and is involved in constant evaluations of internal process improvements. 

 

Qualifications 
  • Leadership: Creates team values and goals, as well as evaluates team performance alongside individual performance. Steadfastly pushes self and others to reach results and stretch goals. Develop & retain a top-talent team while continuing to build meaningful growth opportunities and coach individuals to develop mastery of skills and competencies.
  • Customer Focus: Advocates for and prioritizes the customer at all levels of decision-making. Elevates the impact of the quality of support and takes responsibility for audience satisfaction. 
  • Communication: Effective in a variety of communication settings and styles: one-on-ones, small and large groups, with peers, direct reports and Sr. Management. Communicates a compelling and inspired vision or sense of core purpose; can inspire and motivate entire units or organizations. Provides clear communication regarding our strategy (what we are doing and why).  
  • Planning & Process Management: Good at figuring out the process necessary to get things done & is willing to re-engineer processes from scratch. Knows how to organize people and activities. Can see opportunities for synergy and integration where others can't. Accurately scopes out length and difficulty of tasks and projects while setting objectives and goals. 
  • Analytical Skills: Able to synthesize quantitative and qualitative data to draw impactful insights that inform strategy and prioritization. Determines the best decision through the comprehensive analysis of data, facts, choices, and probabilities & tells a compelling story using data. 
  • Strategic Thinking: Grasps complexities and connections among problems or issues, and is able to create a plan that will prioritize solutions. Able to set clear strategy and framework to inspire and motivate team members with a vision for the future and connect the dots between each employee’s daily work and the impact it makes on our customers and business. Good at taking information and conveying the solution to drive others into action and convincing audiences to buy into proposed solutions.

 

Must have
  • High performer within Client Services; measured in delivering high-quality customer support and consistently exceeding expectations within service level agreements (FRT, TRT, CSAT).
  • Ability to manage multiple projects and assignments, prioritize, meet tight deadlines, and display initiative and innovation. Thrives working in a fast-paced environment.
  • Maintains a cool head in busy times. Pursues everything with energy, drive, and a need to finish, even when faced with setbacks. Ability to adjust course to find an effective path to reach success.
  • Outstanding interpersonal and consultative skills. Relates well to all kinds of people - up, down, and sideways, inside and outside the organization. 
  • Demonstrated ability to work in and manage ambiguity - dealing with issues that do not always have a process or system in place. 

 

Nice to have 
  • Understanding of the inner workings of the payment product. Strong ability to troubleshoot common payment issues and diagnose solutions to unique customer needs. 
  • Experience building relationships with Product and UX to demonstrate clear outcomes for the customer and CC team.
  • Can clearly demonstrate the ability to be a relentless and versatile learner, open to change. Analyzes both successes and failures for clues to improvement. Enjoys the challenge of unfamiliar tasks, quickly grasps the essence of the underlying structure. 

 

Location
Find out more about our locations by visiting our site. 
Compensation & Benefits
The compensation that we reasonably expect to pay for this role is: $64,000.00 - $80,000.00 [base pay]. The actual compensation for this role will be determined by a variety of factors, including but not limited to the candidate’s skills, education, experience, and internal equity.

Please note that compensation is just one aspect of a comprehensive Total Rewards package. The compensation range listed here does not include additional benefits or any discretionary bonuses you may be eligible for based on your role and/or employment type.

Regular full-time employees are eligible for benefits - see here.

About AppFolio

AppFolio is the technology leader powering the future of the real estate industry. Our innovative platform and trusted partnership enable our customers to connect communities, increase operational efficiency, and grow their business. For more information about AppFolio, visit appfolio.com.

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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