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Summary:
- The Associate Manager of the Websites & Integration Partnerships, Customer Care team is a leadership role reporting to the Director of the Customer Care organization within Client Services.
- The Associate Manager’s day-to-day focus is to lead a Customer Care team, focusing on support quality & agent productivity.
- The Associate Manager will lead a high-performing team of AppFolio Customer Care Specialists that consistently delivers excellent customer experiences.
- Drives business forward by leveraging the team’s deep understanding of the Websites and Integrations platforms to build advancements in the product, internal Customer Care knowledge base, and operational processes.
- As a member of the Customer Care Leadership team, the ideal Associate Manager candidate is an engaged culture carrier with a passion for supporting and teaching others.
- Coaches Customer Care specialists by emphasizing high-quality customer interactions.
- Navigates stressful situations and engages with cross-functional stakeholders to improve the customer experience at all stages of their support journey.
Responsibilities:
- Drives the Support team to meet all current and future performance KPIs.
- Works 1:1 with team members to identify areas for improvement and sets clear performance expectations.
- Drives high customer satisfaction throughout the support journey, improving resolution times and CSAT scores.
- Resolves Risk cases and Manager Escalations in a timely manner.
- Receives an eNPS of 9.0 or higher for Employee Engagement.
- Hires, develops, and retains AppFolio culture carriers in line with CC hiring and attrition budget.
- Evaluates internal process improvements and drives business forward.
Requirements:
- Creates team values and goals, as well as evaluates team performance alongside individual performance.
- Pushes self and others to reach results and stretch goals.
- Develops and retains a top-talent team while continuing to build meaningful growth opportunities.
- Advocates for and prioritizes the customer at all levels of decision-making.
- Elevates the impact of the quality of support and takes responsibility for audience satisfaction.
- Effective in various communication settings with peers, direct reports, and Sr. Management.
- Creates clear communication regarding strategy.
- Good at planning and process management.
- Able to synthesize quantitative and qualitative data to draw impactful insights.
- Strategic thinking to solve complex problems and set clear plans.
- High performer in delivering high-quality customer support and consistently exceeding expectations.
- Ability to manage multiple projects and assignments while meeting tight deadlines.
- Maintains a cool head in busy times and pursues tasks with energy, drive, and initiative.
Benefits:
- Base salary range of $65,000.00 to $95,000.00 USD annually.
- Base pay does not include additional benefits or bonuses/commissions.
- Opportunities for growth and recognition in a high-performance culture.
- Partnership and mentorship from best-in-class leaders.
- Flexibility for hybrid work and an inclusive work environment.
- Focus on innovation and collaboration with a sense of purpose and impact.
