Lead Customer Care Specialist - Payment Solutions

AppFolio • Santa Barbara, CA

19h • Hybrid

About The Position

AppFolio is 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 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.

Requirements

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

Responsibilities

• 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)
• 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)
• 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
• 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

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees