AppFolio
Product Support Specialist I - Smart Maintenance
AppFolio, Santa Barbara, California, us, 93190
Overview
Product Support Specialist I – Smart Maintenance at AppFolio. This is a customer-facing role focused on live voice and digital queues, in a 24/7/365 operation. You’ll handle escalated maintenance work orders requiring investigation and coordination, clarify complex or unclear requests, and work with residents and vendors to ensure timely and accurate service. This role supports property managers, vendors, and residents by streamlining communication and resolving issues that impact the experience. Responsibilities
Serve as the final line of support for incoming maintenance requests, identifying and clarifying key issues with residents. Use critical thinking to assess work order details and decide next steps in accordance with service expectations. Communicate clearly and empathetically with vendors, property managers, and residents to ensure transparency and trust. Support maintenance-related text and online queues as needed to meet shifting demand. Deliver consistent, high-quality service in a fast-paced, queue-based environment. Contribute to process improvement by providing feedback on trends, pain points, and opportunities for optimization. Demonstrate ownership by working proactively to help the team, support customer needs, and strengthen the overall experience. Qualifications
Customer-Focused – You have a service mindset and strong communication skills, with the ability to stay calm, courteous, and solution-oriented under pressure. Detail-Oriented – You’re precise, organized, and able to manage multiple tasks. Adaptable – You can shift priorities quickly in a fast-changing environment. Collaborative – You’re a strong team player who enjoys supporting and learning from others. Growth-Minded – You welcome feedback and seek opportunities to improve. Reliable – You show up, follow through, and are dependable. Must Have
1–2 years of experience in a customer service, help desk, or tech support role. 1 year of remote call center experience. Ability to work weekends and holidays as part of a 24/7/365 support operation. Previous experience in maintenance services, property management, or work order systems. A quiet, dedicated home workspace suitable for remote work. Strong written and verbal communication skills. Proficiency using support tools and platforms (e.g. Slack, Google, etc.) in a queue-based environment. Why join us?
This isn’t just another customer support role—it’s a chance to grow your career in a company that’s reimagining the future of property management. You’ll work with innovative tools and amazing teammates who are driven to make a difference. Compensation & Benefits
The hourly wage that we reasonably expect to pay for this role is $19.30 - $23.65 per hour. The actual 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. About AppFolio
AppFolio is the technology leader powering the future of the real estate industry. Our innovative platform and trusted partnership enable our customers to connect communities, increase operational efficiency, and grow their business. For more information about AppFolio, visit appfolio.com. Why AppFolio
Grow
| We enable a culture of high performance, where delivering results is recognized by opportunities for growth and compelling total rewards. Our challenging and meaningful work drives the growth of our business and ourselves. Learn
| We invest in your potential from the start with coaching and mentorship and the tools to develop your skills. Impact
| We are creating a world where living in, investing in, managing, and supporting communities feels magical and effortless, and we learn from each other and our customers. Connect
| We foster hybrid work and collaboration, wherever we are. Paddle as One. Learn more at appfolio.com/company/careers Statement of Equal Opportunity
At AppFolio, we value diversity and are an Equal Opportunity Employer. We believe our products, teams, and business are stronger because of diversity. We welcome applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, ancestry, disability, or veteran status. Seniority level
Entry level Employment type
Full-time Job function
Other Industries: Software Development
#J-18808-Ljbffr
Product Support Specialist I – Smart Maintenance at AppFolio. This is a customer-facing role focused on live voice and digital queues, in a 24/7/365 operation. You’ll handle escalated maintenance work orders requiring investigation and coordination, clarify complex or unclear requests, and work with residents and vendors to ensure timely and accurate service. This role supports property managers, vendors, and residents by streamlining communication and resolving issues that impact the experience. Responsibilities
Serve as the final line of support for incoming maintenance requests, identifying and clarifying key issues with residents. Use critical thinking to assess work order details and decide next steps in accordance with service expectations. Communicate clearly and empathetically with vendors, property managers, and residents to ensure transparency and trust. Support maintenance-related text and online queues as needed to meet shifting demand. Deliver consistent, high-quality service in a fast-paced, queue-based environment. Contribute to process improvement by providing feedback on trends, pain points, and opportunities for optimization. Demonstrate ownership by working proactively to help the team, support customer needs, and strengthen the overall experience. Qualifications
Customer-Focused – You have a service mindset and strong communication skills, with the ability to stay calm, courteous, and solution-oriented under pressure. Detail-Oriented – You’re precise, organized, and able to manage multiple tasks. Adaptable – You can shift priorities quickly in a fast-changing environment. Collaborative – You’re a strong team player who enjoys supporting and learning from others. Growth-Minded – You welcome feedback and seek opportunities to improve. Reliable – You show up, follow through, and are dependable. Must Have
1–2 years of experience in a customer service, help desk, or tech support role. 1 year of remote call center experience. Ability to work weekends and holidays as part of a 24/7/365 support operation. Previous experience in maintenance services, property management, or work order systems. A quiet, dedicated home workspace suitable for remote work. Strong written and verbal communication skills. Proficiency using support tools and platforms (e.g. Slack, Google, etc.) in a queue-based environment. Why join us?
This isn’t just another customer support role—it’s a chance to grow your career in a company that’s reimagining the future of property management. You’ll work with innovative tools and amazing teammates who are driven to make a difference. Compensation & Benefits
The hourly wage that we reasonably expect to pay for this role is $19.30 - $23.65 per hour. The actual 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. About AppFolio
AppFolio is the technology leader powering the future of the real estate industry. Our innovative platform and trusted partnership enable our customers to connect communities, increase operational efficiency, and grow their business. For more information about AppFolio, visit appfolio.com. Why AppFolio
Grow
| We enable a culture of high performance, where delivering results is recognized by opportunities for growth and compelling total rewards. Our challenging and meaningful work drives the growth of our business and ourselves. Learn
| We invest in your potential from the start with coaching and mentorship and the tools to develop your skills. Impact
| We are creating a world where living in, investing in, managing, and supporting communities feels magical and effortless, and we learn from each other and our customers. Connect
| We foster hybrid work and collaboration, wherever we are. Paddle as One. Learn more at appfolio.com/company/careers Statement of Equal Opportunity
At AppFolio, we value diversity and are an Equal Opportunity Employer. We believe our products, teams, and business are stronger because of diversity. We welcome applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, ancestry, disability, or veteran status. Seniority level
Entry level Employment type
Full-time Job function
Other Industries: Software Development
#J-18808-Ljbffr