Poor Management leads to poor results. - Customer Service Representative AppFolio Employee Review

Your daily workflow consists of getting yelled at by residents because the customers that use Appfolio's MCC service generally do not take care of their properties and are tired of fielding those calls themselves. The clients that use Appfolio's service will routinely call in very upset at you because they have been promised unrealistic hold times and service levels by other departments or members of the team and you have no response other than to provide an email they can contact. I'm sure you can guess whether or not that makes the customer happy. If you do decided to work here, just take the bare minimum number of calls to keep management off your back. If you are a hard worker and take more calls than others you will just be asked to take more and more. The people around you will continue to slack off and have no repercussion, but management will wonder why your numbers have slipped as they pile other employees work on you. Your process will also change wildly from day to day, most times for the worse. The software developers are tasked to make changes from multiple different departments but have very little interaction with those departments or understanding of their job at all. So routinely a feature will be added that makes your job process more difficult, or straight up breaks functionality. You will have to spend quite a bit of time trying to find workarounds or provide solutions, but you will still be expected to hit weekly metrics as if nothing was wrong. Management is a mess. In my few years with the company there were 10+ people to hold a "manager" title. Most of them did not last more than 3 months and were either let go or quit very quickly. The people who trained them, who were responsible for their success failed many times over, but were given promotions and had new positions created for them. Management will routinely cancel self development and advancement opportunities because they mismanaged their schedule and no longer have time or flat out forgot. They do not take any time to improve the quality of work of the standard employee as they are too afraid to have hard conversations with employees from fear they will quit on the spot and leave the crew even more bare bones than it already is. I had 6 managers in my time there. You will spend a month or two working with a manager on a plan to advance or things you can work on to further your career, only to be switched to another team the next month with a manager that cares very little about your career advancement as they are a week or two from quitting or being fired themselves. Appfolio used to have room for career growth and opportunity, with new positions opening up and new departments opening up regularly. Well, the new department failed miserably and didn't last a year before it was shut down. The new positions that were created within the department failed and were combined into roles for one person. The budget was so poorly managed that all raises and promotions were frozen due to managements miscalculations. You will probably earn 2-3$ more than what you started at and will not get much higher than that regardless of service time or performance.