Team Lead, Concierge - LiveEasy

AppFolio•Columbus, OH

6d•Onsite

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. As the Team Lead for the LiveEasy Concierge team, you will serve as a frontline people manager, directly responsible for the daily operations and performance of a group of concierge professionals. While the Manager supports in setting the strategic vision and financial direction, you will be the tactical leader ensuring that vision is executed on the ground. You will focus on coaching your direct reports, managing operational workflows, and ensuring the highest quality of service for our customers.

Requirements

2–5 years of experience in a leadership or senior individual contributor role, with a track record of delivering operational excellence and strong customer service.
Demonstrated ability to mentor junior team members, drive individual performance, and foster a positive, productive team culture.
A proven track record of making independent, high-impact decisions to solve complex problems that arise during day-to-day operations.
Strong interpersonal skills with the ability to influence stakeholders and manage relationships in sensitive situations.
Ability to support an evolving team, adapting to changing staffing models and future needs.
Must have Minimum of 1 year of sales leadership experience with a track record of successful representatives.
Can commit to being in office (Columbus, OH) M-F, 10am-7pm ET, with the ability to close 3-5 days of the week.
High-impact decision making skills.

Responsibilities

People Leadership & Development
Direct Management: Lead and mentor a dedicated team of individual contributors. You will act as their primary support system, conducting regular 1:1s and performance reviews.
Professional Growth: You will be responsible for your team's professional development, ensuring they have the specific tools, training, and support required to excel in their daily roles.
Hiring & Onboarding: Assist in scaling the team by participating in the hiring process and leading the onboarding of new talent to ensure they integrate effectively into the business.
Operational Execution & Service Quality
Workflow Optimization: Leverage management best practices to optimize daily team workflows and ensure your team maintains the highest standards of quality and service.
Schedule Management: Operate with autonomy to make critical decisions regarding team schedules, time-off requests, and coverage to prevent delays in service.
Risk Mitigation: Utilize your judgment to mitigate risk in daily operations, acting as the first point of escalation for sensitive customer or team issues.
Collaboration & Strategy Support
Cross-Functional Partnership: Partner with multiple departments to streamline processes and ensure seamless service integration, acting as the operational bridge between the concierge team and the broader organization.
Feedback Loop: Report on team performance to the Manager and provide operational insights that assist with broader business planning and strategy.