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Lead Product Support Specialist - Maintenance

salary Salary :

$23.5 - 28 hourly

icon building Company : Appfolio
icon briefcase Job Type : Full Time
icon geo-alt San Diego, California

Number of Applicants

 : 

000+

Click to reveal the number of candidates who applied for this job.
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Job Description - Lead Product Support Specialist - Maintenance


Description



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.
The Lead Product Support Specialist - Maintenance role plays a vital role in our AI-driven automation property maintenance software by monitoring our front-line team, addressing product and/or process issues, and identifying opportunities for improvement. This role is a key function for documenting processes, procedures, training, and content, as well as managing projects that enable the growth and success of the Smart Maintenance Offering. While on shift, this position is responsible for overseeing tasks for queue/volume oversight as well as supporting in-the-moment questions from BPO teams. 
Your impact
  • Using insights and feedback from your day-to-day work, proactively provide analysts and product teams with recommendations on ways to improve the function of the product and/or operational processes/procedures.  
  • Manage small to medium-sized projects, partnering cross-functionally, to define processes/procedures that improve front-line and customer experiences. 
  • Assist in developing readiness plans to successfully roll out product/process/policy updates.
  • Support ongoing and new hire training as needed in partnership with our globally sourced teams.
  • Utilize existing dashboards to provide insights to operation 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 escalated Smart Maintenance requests in accordance with our policies and procedures.
Qualifications
  • Ability to develop knowledge or skills in content development, 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.
  • Deep understanding of the Smart Maintenance product offering.
  • 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, and contribute to the overall team success.
  • Strong written and verbal communication skills.
  • Ability to receive and positively implement feedback.
  • At least two years of experience working in a contact/call center environment.
  • At least one year of experience working with globally sourced (BPO) teams is preferred.
  • If needed, ability to travel domestically on an annual basis or, on rare occasions, internationally to vendor sites.
Location
Find out more about our locations by visiting our careers site. 
Compensation & Benefits
The hourly compensation that we reasonably expect to pay for this role is: $23.50 to $28.80 [OTE]. 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.


About AppFolio


AppFolio is the technology leader powering the future of the real estate industry. Our innovative platform and trusted partnership enable our customers to connect communities, increase operational efficiency, and grow their business. For more information about AppFolio, visit appfolio.com.


Why AppFolio


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.


Learn more at appfolio.com/company/careers


Statement of Equal Opportunity


At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That’s why we’re a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you’re always welcome at AppFolio.


Original job Lead Product Support Specialist - Maintenance posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
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