Associate Manager, Customer Care

AppFolio•Santa Barbara, CA

7d•$65,000 - $85,000

About The Position

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. AppFolio is seeking a proactive and customer-focused Associate Manager of Customer Care to join our dynamic team. We are on a mission to elevate our customer service experience, and the role of the Associate Manager is pivotal to achieving this goal. This role is ideal for someone with a passion for leading teams, improving processes, and delivering exceptional Customer Care. You will work closely with the Customer Care leadership team to enhance our customer support strategies, foster a collaborative team environment, and ensure that our customers receive top-tier service. If you thrive in a fast-paced setting and have a strong commitment to customer satisfaction, this position is for you. Are you ready to embark on a journey where your leadership skills directly contribute to shaping the future of our Customer Care team? Join our leadership team!

Requirements

Strong leadership and team management skills, with a proven ability to motivate and develop team members.
Strong problem-solving and conflict-resolution skills, with a focus on delivering positive outcomes for customers.
Ability to work independently, manage multiple priorities, and thrive in a fast-paced environment.
A proactive, collaborative team player with a positive attitude and a focus on business outcomes.
Knowledge of SaaS tech industry nuances, particularly in a Customer Care context.
Must have BA/BS in Business Administration, Management, Customer Service, or a related field or equivalent experience.
2-4 years of experience in Customer Care or support, with at least 2 years in a supervisory or leadership role.
Excellent communication and interpersonal skills, with the ability to build positive relationships with customers and colleagues.
Experience with Customer Care software and tools, such as CRM systems, helpdesk software, and analytics platforms.

Responsibilities

Team Leadership: Manage and mentor a team of Customer Care Specialists, fostering a positive and productive work environment. Provide ongoing training, support, and development opportunities to help team members excel.
Customer Service Excellence: Ensure that the team consistently delivers high-quality customer service. Monitor customer interactions, provide feedback, and implement improvements to enhance the customer experience.
Process Improvement: Identify areas for process optimization within the Customer Care department. Develop and implement strategies to increase efficiency, reduce response times, and improve overall service quality.
Performance Management: Set performance goals for the team and individual members. Monitor progress, conduct performance reviews, and provide coaching to ensure targets are met.
Cross-Functional Collaboration: Work closely with other departments, including Product, Sales, and Marketing, to ensure a seamless customer experience. Communicate customer feedback and collaborate on initiatives to address customer needs.
Data-Driven Decision Making: Utilize Customer Care metrics and analytics to track performance, identify trends, and make informed decisions. Prepare and present reports on team performance and customer satisfaction.
Escalation Management: Handle escalated customer issues, ensuring prompt and satisfactory resolution. Provide guidance and support to team members in managing challenging situations.
Customer Advocacy: Act as a customer advocate within the organization, promoting a customer-centric culture and ensuring that customer needs are prioritized.