Product Support Specialist I - Smart Maintenance

AppFolio; Denver (CO); Remote; USD 80,000 - 100,000; Full time

Job summary

AppFolio is seeking a Product Support Specialist I for their Smart Maintenance product. This role involves handling escalated work orders, clarifying requests with residents and vendors, and ensuring high-quality service in a fast-paced environment. Ideal candidates should have strong communication skills and a customer-focused mindset, with prior experience in customer service or tech support.

Benefits

Opportunities for career development

Flexible hybrid work environment

Coaching and mentorship

Qualifications

• 1–2 years of experience in customer service or tech support.
• 1 year remote call center experience.
• Strong written and verbal communication skills.

Responsibilities

• Support incoming maintenance requests and clarify issues.
• Communicate clearly with stakeholders and support maintenance queues.
• Provide feedback for process improvements.

Skills

Communication

Problem-solving

Customer-focused

Detail-oriented

Adaptability

Tools

Slack

Google

Job description

Product Support Specialist I - Smart Maintenance

Join to apply for the Product Support Specialist I - Smart Maintenance role at AppFolio

Job Overview

AppFolio is more than a company. We’re a community of dreamers, big thinkers, problem solvers, active listeners, and multipliers. We set the pace with innovation to carry real estate into the future, making experiences effortless and meaningful. Our team is committed to creating extraordinary outcomes for our customers, communities, and ourselves.

Role Description

The Product Support Specialist I – Smart Maintenance supports AppFolio’s industry-leading Smart Maintenance product by handling escalated work orders requiring investigation and coordination. You’ll clarify complex requests by engaging with residents and vendors, ensuring timely and accurate service. Your work is vital in streamlining communication and resolving issues impacting property managers, vendors, and residents.

This customer-facing role involves live voice and digital queues, requiring excellent communication, service mindset, and problem-solving skills. Our team operates 24/7/365 to provide seamless support at all times.

Your Impact

• Support incoming maintenance requests, clarifying issues with residents.
• Assess work order details and determine next steps.
• Communicate clearly and empathetically with stakeholders.
• Support maintenance queues to meet demand.
• Deliver high-quality service in a fast-paced environment.
• Provide feedback for process improvements.
• Demonstrate ownership by proactively supporting the team and customer needs.

Qualifications

• Customer-focused with strong communication skills and composure under pressure.
• Detail-oriented, organized, and capable of managing multiple tasks.
• Adaptable to changing priorities.
• Collaborative team player eager to support and learn.
• Growth-minded, receptive to feedback, and eager to improve.
• Reliable with a strong work ethic.

Must Have

• 1–2 years of experience in customer service, help desk, or tech support.
• 1 year remote call center experience.
• Availability to work weekends and holidays in a 24/7/365 support environment.
• Experience in maintenance services, property management, or work order systems.
• Schedule commitment: 5am-2pm PST (Tue/Wed rest days).
• A quiet, dedicated home workspace for remote work.
• Strong written and verbal communication skills.
• Proficiency with support tools (e.g., Slack, Google).

Compensation & Benefits

Expected hourly wage: $18 - $22. Actual pay depends on skills, experience, and education. Benefits are available for full-time employees. Learn more.

About AppFolio

AppFolio powers the future of real estate with innovative platforms that connect communities, increase efficiency, and grow businesses. Visit appfolio.com for more.

Why Join Us

• Grow: Opportunities for high performance and career development.
• Learn: Investment in your potential through coaching and mentorship.
• Impact: Creating effortless community management experiences.
• Connect: Flexible hybrid work environment fostering collaboration.

Paddle as One. Learn more.

Equal Opportunity Statement

We value diversity and are an Equal Opportunity Employer. All qualified applicants are welcome regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability, or veteran status.