Lead Customer Care Specialist - Payment Solutions
AppFolio, Santa Barbara, CA, United States
Lead Customer Care Specialist - Payment Solutions
To help monitor and improve day-to-day operations through queue management and ad-hoc project support, the process developer will analyze existing operations, identify areas for improvement, and create new processes to streamline workflows. This role will develop process documentation and training materials, monitor and track process performance and provide quality insights.
In this role, you would be responsible for providing real-time guidance and support to ensure team members stay on track and feel supported.
Responsibilities
Partner with the Quality Manager & VMO manager for VMO QA effort, including:
Process Developers complete case reviews and attend the associated calibration meetings
Core Process Developers need to assist with DPL evaluations for applicable teams and complete Phone evaluations monthly (RaC)
Process Enhancement & Codification:
Maintain and upkeep the team’s Internal Knowledge Base
Identify opportunities for training/realignment & build resources to address the need (training deck, internal help article, etc.)
Real-Time Operations:
Ensure all cases are being addressed on time, and offer coaching to reps on case management
Partner with WFM to adjust Intercom schedules for PTO, UPTO, cross-functional meetings, etc., and RR cases as needed
Partner with the Enablement team on new product releases, product updates, and ensuring the front-line team has thorough and appropriate resources.
Provide mentorship and coaching on best practices regarding case management, communication, product knowledge, etc.
Maintain Slack channels and answer questions/requests as needed
Maintain 25% case productivity
Attend weekly Business Reviews meetings to gain performance insights
VMO Expansion / Automation support:
Create content and offer insight to update current workflows using expertise and data
Own automation-related tasks such as BAO bot failure reporting and monitoring, and chargeback assignment bot monitoring
Qualifications
Prioritization: Ability to manage multiple projects at the same time in a fast-paced environment.
Adaptability and Resilience: Adaptable and calm under pressure when managing last-minute changes or shifting priorities.
Taking Action & Delivering Results: Self-starter with a curious mindset and strong problem-solving skills; takes initiative, and proactively finds solutions without waiting to be asked.
Problem Solving: Process-oriented and proactive in improving systems, workflows, and internal & customer experience.
Detail-Oriented: Exceptional organizational skills and attention to detail with a high level of accuracy.
Verbal & Written Communication: Effective communicator and influencer, able to align diverse stakeholders and drive clarity in ambiguous situations.
Paddle as One: Enthusiastic team player who takes initiative and brings a continuous improvement mindset.
Compensation
The compensation that we reasonably expect to pay for this role is: $64,000 - $80,000 base pay. 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.
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.
#J-18808-Ljbffr
To help monitor and improve day-to-day operations through queue management and ad-hoc project support, the process developer will analyze existing operations, identify areas for improvement, and create new processes to streamline workflows. This role will develop process documentation and training materials, monitor and track process performance and provide quality insights.
In this role, you would be responsible for providing real-time guidance and support to ensure team members stay on track and feel supported.
Responsibilities
Partner with the Quality Manager & VMO manager for VMO QA effort, including:
Process Developers complete case reviews and attend the associated calibration meetings
Core Process Developers need to assist with DPL evaluations for applicable teams and complete Phone evaluations monthly (RaC)
Process Enhancement & Codification:
Maintain and upkeep the team’s Internal Knowledge Base
Identify opportunities for training/realignment & build resources to address the need (training deck, internal help article, etc.)
Real-Time Operations:
Ensure all cases are being addressed on time, and offer coaching to reps on case management
Partner with WFM to adjust Intercom schedules for PTO, UPTO, cross-functional meetings, etc., and RR cases as needed
Partner with the Enablement team on new product releases, product updates, and ensuring the front-line team has thorough and appropriate resources.
Provide mentorship and coaching on best practices regarding case management, communication, product knowledge, etc.
Maintain Slack channels and answer questions/requests as needed
Maintain 25% case productivity
Attend weekly Business Reviews meetings to gain performance insights
VMO Expansion / Automation support:
Create content and offer insight to update current workflows using expertise and data
Own automation-related tasks such as BAO bot failure reporting and monitoring, and chargeback assignment bot monitoring
Qualifications
Prioritization: Ability to manage multiple projects at the same time in a fast-paced environment.
Adaptability and Resilience: Adaptable and calm under pressure when managing last-minute changes or shifting priorities.
Taking Action & Delivering Results: Self-starter with a curious mindset and strong problem-solving skills; takes initiative, and proactively finds solutions without waiting to be asked.
Problem Solving: Process-oriented and proactive in improving systems, workflows, and internal & customer experience.
Detail-Oriented: Exceptional organizational skills and attention to detail with a high level of accuracy.
Verbal & Written Communication: Effective communicator and influencer, able to align diverse stakeholders and drive clarity in ambiguous situations.
Paddle as One: Enthusiastic team player who takes initiative and brings a continuous improvement mindset.
Compensation
The compensation that we reasonably expect to pay for this role is: $64,000 - $80,000 base pay. 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.
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.
#J-18808-Ljbffr