Open Roles | AppFolio

Lead Product Support Specialist

Washington, District of Columbia, U.S.

Full-Time

Remote

$26 per hour

TLDR

Support AI-driven products for customer experience improvements, while managing projects and facilitating training to enhance operational success and team performance.

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.

Qualifications:

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

Minimum 1 year in current position with 6 months consistently meeting or exceeding all performance metrics.

Compensation & Benefits

The base salary/hourly wage that we reasonably expect to pay for this role is: $26.00

The actual base salary/hourly wage for this role will be determined by a variety of factors, including but not limited to: the candidate’s skills, education, experience, etc.

Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses/commissions that you may be eligible for based on your role and/or employment type.

Regular full-time employees are eligible for benefits - see here.

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Open Roles | AppFolio

Open Roles at AppFolio offers a job board specifically designed for the property management and legal industries, connecting talented individuals with innovative companies looking to streamline their operations. By focusing on cloud-based solutions and advancing technology like AI, Open Roles empowers businesses to efficiently manage and grow their real estate endeavors.

Founded: Founded 2006
Employees: 500+ employees
Industry: Internet Software & Services

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Product Support Specialist

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