Customer Service Manager

AppFolio revolutionizes the way small and medium-sized businesses grow and compete. We understand that a positive work environment coupled with a creative and talented team is the key to success. We love what we do, and we’re looking for motivated, creative self-starters to join our winning team.

We are looking for a Customer Service Manager that will help us expand our 24/7 Contact Center team supporting our Value Added features.

Responsibilities include and are not limited to:

  • Provide front line direction to representatives ensuring quality service is provided in each interaction.
  • Read and understand a wide range of reports concerning the performance of the contact center; analyze data and statistical information from various database sources as it relates to performance, trends and goal achievement.
  • Develop and implement operational practices that establish positive employer-employee-client. relationships and promote high levels of employee morale.
  • Demonstrate performance promoting standards of ethical and professional conduct.
  • Thrive as a team player in a fast-paced, high-energy, change-oriented environment.
  • Oversee day-to-day contact center operations and business planning, employee development, operational efficiency and service excellence.
  • Complete payroll audits to ensure that payroll information is correct, on time and accurate for their team.
  • Develops representatives professionally via weekly coaching sessions.
  • Work collaboratively with multiple departments to create, develop and manage our contact center team.
  • Provide onsite leadership, motivation and direction of organizational vision and goals.

What we're looking for:

  • Experience mentoring and growing a team.
  • Ability to make analytical and empathetic decisions.
  • Experience interviewing and selecting talented people.
  • Extraordinary work ethic.
  • Analytical skills and keen attention to detail.
  • Ability to quickly grasp concepts and ideas and thrive in an energizing environment.
  • Strong interest in technology/cloud based solutions.
  • Willingness to work flexible hours as our call center operates 24/7, 365 days a year, including holidays and weekends.

What we offer:

  • Exceptional benefits
  • Learning environment
  • Innovative culture

Meet Some of AppFolio's Employees

Travis H.

Manager, Mid-Market Sales

Travis creates space for rising stars on his Sales Team to succeed. He sees his job as an opportunity to help clients make their businesses more efficient and profitable.

Lizzie M.

Web Production Specialist

Lizzie helps each AppFolio client develop a website and an online presence that looks and feels professional. Her goal is to help clients’ businesses build their brands and establish credibility online.

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