AppFolio

Customer Support

• Lead a Customer Care team, focusing on support quality & agent productivity
• Drive the Payment Solutions team to meet all current and future performance KPIs
• Hire, develop, and retain AppFolio culture carriers in line with CC hiring and attrition budget
• Advocate for and prioritize the customer at all levels of decision-making
• Create team values and goals, as well as evaluate team performance alongside individual performance
• Develop & retain a top-talent team while continuing to build meaningful growth opportunities

Associate Manager, Customer Care

• Master the AppFolio’s payment product through a formal onboarding program and continued learning, with an emphasis in our Value Added Services.
• Work within a small team to manage an allocated queue of customer and partner requests.
• Provide timely responses to customer support and partner inquiries via phone and email.
• Provide Value Added Services product training to increase customer product knowledge.
• Maintain an organized queue of open support requests.
• Act as the main point of contact for escalations for internal teams and external payment partners.
• Drive success by utilizing excellent judgment and decision-making ability, complex problem-solving, and excellent communication/writing skills.

Customer Care Specialist I – Payment Support

Product Manager

• Lead an empowered product development team to launch a new renters insurance product
• Support the development of a compelling product vision by gathering insights and analyzing data.
• Help define priorities and trade-offs, balancing impact with speed.
• Partner with engineering and design to deliver high-quality features and learn how to run product development cycles from start to finish.
• Track and analyze metrics, identifying what’s working and what needs to improve.
• Translate feedback and research into product opportunities.
• Work with go-to-market and support functions to ensure successful product launches.

Full-stack Engineer

• Drive the technical vision and strategy for the communications platform, influencing the product roadmap and making key architectural decisions
• Collaborate with an experienced and highly effective team of passionate engineers and product managers
• Redefine solutions that scale with the increasing growth of our customers
• Operate in a highly autonomous team that owns the full lifecycle of solutions you build, from discovery to development to production
• Talk directly with customers to understand their challenges and get direct feedback on the features you're building
• Lead by example and publicly share your knowledge to foster a culture of excellence and continuous improvement
• Pave the way for engineering teams by promoting and implementing best practices, optimizing the developer experience, and establishing a platform dedicated to the continuous delivery of high-quality software

Staff Software Engineer, Communications

Create unforgettable client experiences by providing expert-level support to customers.
Leverage knowledge of a specific product to produce quality interactions, increase retention, and build customer relationships.
Navigate routine and complex issues for customers enrolled in Lisa Services.
Transform challenges into distilled solutions and action plans that drive value and save customers time and money.
Collaborate with product experts to resolve inbound client inquiries and maintain/exceed OKRs.
Develop precise action plans when clients feel services are lacking or underperforming.
Maintain professionalism in written and verbal client-facing communication.
Utilize multiple software platforms to retrieve and analyze data; document and present research to stakeholders.

Customer Care Specialist I – V+

Onboarding Specialist

• Onboarding Specialist will guide new customers through the setup and training of the platform’s Value Added Services\n• Proactively manage a continuous queue of customers, consistently striving to exceed measurable monthly onboarding targets and deliver high customer satisfaction\n• Conduct comprehensive setup and training calls with new customers, defining project deliverables, establishing timelines, and ensuring the timely and successful completion of all assigned projects\n• Cultivate and maintain a deep and comprehensive understanding of service product features, functionalities, and upcoming enhancements\n• Act as a trusted feature expert, providing proactive guidance and best practices to customers to optimize their product utilization and effectively meet their evolving needs

Associate Manager, Customer Care

Customer Care Specialist I – Payment Support

Product Manager

Staff Software Engineer, Communications

Customer Care Specialist I – V+

Onboarding Specialist - Value Added Services