Customer Solutions Expert I - Payment Support

AppFolio • Santa Barbara, CA

1d • Hybrid

About The Position

Hi, We’re AppFolio We’re innovators, change makers, 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 Customer Solutions Expert I, Payments (CSE I) is a strategic role reporting to the Manager, Customer Solutions Expert under the Customer Care organization in Client Services. The CSE’s focus is elevating the frontline teams’ product knowledge, expertise, and problem-solving capacity, swiftly delivering immediate customer impact while systematically reducing future consult demand and codifying expertise across the Customer Care department. As a member of the team, the ideal CSE is an engaged, customer-obsessed, culture carrier with a passion for enabling and empowering others and high-quality customer interactions. As a function of a high-growth environment, responsibilities, priorities, and project allocation are dynamic and subject to change based on evolving business needs and organizational priorities. The core mission of service excellence, however, remains paramount. Your impact The CSE is an integral part of AppFolio Customer Care, and daily responsibilities are balanced between Consults, Expert on the Floor, and Knowledge Management and Training deliverables. CSE performance is measured by KPI metrics such as; Productivity, Response Times, CSAT, and Consult Quality and project based outcomes and impacts. This role provides both proactive and reactive internal support via consults and is a key driver delivering on service excellence, mitigating escalations, and improving case resolution rates while maintaining high customer satisfaction. The CSE takes pride in delivering on W.I.N (what’s important now) and operates swiftly through ambiguity.

Requirements

• Experience as a Sr. Customer Care Specialist and subject matter expert (SME) in Payment Solutions and Payment Support.
• Deep understanding of the inner workings of APM software, with strong critical thinking, the ability to perform root cause analysis, and the capacity to deliver solutions to unique customer needs.
• High CCS performance; measured in delivering high-quality casework on complex customer requests and consistently exceeding expectations within service level agreements (FRT, TRT, CSAT, Handle Time).
• Ability to flexibly manage multiple work-streams, prioritize, meet tight deadlines, and display initiative and innovation.
• Thrives working in a fast-paced environment.
• Outstanding interpersonal and consultative skills.
• Relates well to all kinds of people - up, down, and sideways, inside and outside the organization.
• Highly adaptable and resourceful, you thrive in ambiguity.
• Can effectively tackle complex, non-standard problems and operate successfully even when working without a defined roadmap.
• Intellectual Horsepower: Sharp, capable, and agile; deals with concepts and complexities comfortably.
• Priority Setting & Organization: Can quickly sense what will help or hinder accomplishing an objective. Close attention to detail; keeps important details from slipping through the cracks. The ability to manage multiple priorities and timelines effectively.
• Action Oriented & Perseverance: Bias for action, operates with urgency, driven to “do” great work. Seizes more opportunities than others. 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.
• Problem Solving & Proactivity: Acts without being told what to do. Brings new ideas to the table with a plan for how to best implement them. Able to ask the right questions, collect and analyze information, problem-solve, and make clear, consistent decisions.
• Verbal & Written Communication: Speaks and writes clearly and articulately in a variety of communication settings and styles with an intuitive ability to adjust messages for the audience. Has a strong ability to bring clarity from often ambiguous circumstances and provides clear communication regarding our strategy (what we are doing and why).
• Customer Focus: Anticipates the customers' needs before they even know about them; takes responsibility for customer satisfaction and loyalty.
• Coaching & Ability to Develop People: Coaches agents to improve performance and prepares them for future growth. Relates well to all kinds of people, builds appropriate rapport, and constructive and effective relationships.

Nice To Haves

• Experience hosting internal Help Rooms and answering questions for front-line customer-facing support teams.
• IM Payments trained.
• Excels at designing and launching new AI resources.
• Strong foundational project management skills (e.g., scoping, planning, risk assessment, stakeholder communication), ideally supported by experience with project management tools.
• Proven ability to perform data analysis to extract actionable insights and tell a clear story with data.

Responsibilities

• Elevating the frontline teams’ product knowledge, expertise, and problem-solving capacity.
• Swiftly delivering immediate customer impact.
• Systematically reducing future consult demand and codifying expertise across the Customer Care department.
• Balancing daily responsibilities between Consults, Expert on the Floor, and Knowledge Management and Training deliverables.
• Providing proactive and reactive internal support via consults.
• Delivering on service excellence, mitigating escalations, and improving case resolution rates while maintaining high customer satisfaction.
• Delivering on W.I.N (what’s important now) and operating swiftly through ambiguity.

Benefits

• Base salary/hourly wage that we reasonably expect to pay for this role is: $64,000 to $80,000 [base pay].
• Additional benefits or bonuses/commissions that you may be eligible for based on your role and/or employment type.
• Regular full-time employees are eligible for benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed