Lead Customer Care Specialist - Payment Solutions

Customer Care Santa Barbara, California San Diego, 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.
 
To help monitor and improve day-to-day operations through queue management and ad-hoc project support. The process developer will analyze existing operations, identify areas for improvement, and create new processes to streamline workflows. This role will develop process documentation and training materials, monitor and track process performance and provide quality insights.
 
In this role, you would be responsible for providing real-time guidance and support to ensure team members stay on track and feel supported. 
 
Your Impact:
  • Partner with the Quality Manager & VMO manager for VMO QA effort, including:
    • Process Developers complete case reviews and attend the associated calibration meetings
    • Core Process Developers need to assist with DPL evals for applicable teams
      Complete Phone evaluations monthly (RaC)
  • Process Enhancement & Codification:
    • Maintaining and upkeep of the team's Internal Knowledge Base
    • Identify opportunities for training/realignment & build resources to address the need (training deck, internal help article, etc)
  • Real-Time Operations:
    • Ensure all cases are being addressed on time, and offer coaching to reps on case management
    • Partnering with WFM to adjust Intercom schedules for PTO, UPTO, cross-functional meetings, etc., and RR cases as needed
    • Partnering with the Enablement team on new product releases, product updates, and ensuring the front-line team has thorough and appropriate resources.
    • Provide mentorship and coaching on best practices regarding case management, communication, product knowledge, etc.
    • Maintain slack channels and answer questions/requests as needed
  • Maintain 25% case productivity
  • Attend weekly Business Reviews meetings to gain performance insights
  • VMO Expansion / Automation support
    • Create content, and offer insight to update current workflows using expertise and data
    • Own automation-related tasks such as, BAO bot failure reporting and monitoring, and chargeback assignment bot monitoring 

Qualifications:

  • Prioritization: Ability to manage multiple projects at the same time in a fast-paced environment.
  • Adaptability and Resilience: Adaptable and calm under pressure when managing last-minute changes or shifting priorities.
  • Taking Action & Delivering Results: Self-starter with a curious mindset and strong problem-solving skills; takes initiative, and proactively finds solutions without waiting to be asked.
  • Problem Solving: Process-oriented and proactive in improving systems, workflows, and internal & customer experience.
  • Detail-Oriented: Exceptional organizational skills and attention to detail with a high level of accuracy.
  • Verbal & Written Communication: Effective communicator and influencer, able to align diverse stakeholders and drive clarity in ambiguous situations.
  • Paddle as One: Enthusiastic team player who takes initiative and brings a continuous improvement mindset.
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 - $80,000 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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