Lead Product Support Specialist

AppFolio•Dallas, TX

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 out The Lead Product Support Specialist provides support for AppFolio’s AI-driven Products for the Product Support Teams are based internally and globally sourced at our BPO Vendor(s). They interact cross functionally to discuss or recommend methods to improve the product function and customer experience. The role also enables the success of customer experiences by maintaining operational oversight in process/procedure documentation, knowledge base content development, and the ownership for developing and delivering learning experiences at scale. Your Impact: Using insights and feedback from day to day work, provide analysts and product teams with enhancement recommendations to improve overall performance and reduce potential third-party risks. Manages small to medium size projects, partnering cross functionally, to define processes/procedures that improve front line and customer experiences. Assist in developing readiness plans to roll out product/process/policy updates successfully. Ability to support the development and delivery/facilitation of ongoing and new hire training as needed in partnership with our globally sourced BPO teams. Utilize existing dashboards to provide insights to ops leaders for regular monthly up-training enhancements to reduce performance errors. Monitor quality and service level indicators and KPIs to ensure compliance. Contribute to action plans to improve agent performance. Demonstrate a customer focus and willingness to go the extra mile to ensure we do the right things for our business, customers, and teammates. Assist globally sourced frontline employees and supporting teams in resolving complex questions.

Requirements

Ability to develop knowledge or skills through front line content/articles, training delivery, and/or data and reporting.
Willingness to work flexible hours as our services operate 24/7, 365 days a year, including holidays and weekends.
Strong understanding of at least one of the product offerings supported.
Ability to thrive and adapt in a fast paced environment.
Strong problem solving and de-escalation skills.
A willingness to learn and master our system and policies contributing to the overall team success.
Strong comprehension skills and the ability to communicate clearly, both verbally and in writing at many levels of the organization.
Ability to positively implement feedback from and deliver feedback to .
Ability to travel domestically and internationally to vendor locations periodically.
Must have: 2-3 years of contact center experience.
Minimum 1 year in current position with 6 months consistently meeting or exceeding all performance metrics.

Nice To Haves

1-2 years experience working with globally sourced (BPO) teams is a plus.

Responsibilities

Using insights and feedback from day to day work, provide analysts and product teams with enhancement recommendations to improve overall performance and reduce potential third-party risks.
Manages small to medium size projects, partnering cross functionally, to define processes/procedures that improve front line and customer experiences.
Assist in developing readiness plans to roll out product/process/policy updates successfully.
Ability to support the development and delivery/facilitation of ongoing and new hire training as needed in partnership with our globally sourced BPO teams.
Utilize existing dashboards to provide insights to ops leaders for regular monthly up-training enhancements to reduce performance errors.
Monitor quality and service level indicators and KPIs to ensure compliance.
Contribute to action plans to improve agent performance.
Demonstrate a customer focus and willingness to go the extra mile to ensure we do the right things for our business, customers, and teammates.
Assist globally sourced frontline employees and supporting teams in resolving complex questions.

Benefits

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.

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