Product Support Specialist I - Smart Maintenance

AppFolio; San Francisco (CA); Remote; Full time

Job summary

A leading technology company is seeking a Product Support Specialist I for their Smart Maintenance product. This role involves handling escalated work orders, ensuring timely service, and providing exceptional customer support. Ideal candidates will have experience in customer service and strong communication skills, working in a dynamic team environment.

Qualifications

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

Responsibilities

• Serve as the final support for maintenance requests.
• Communicate clearly and empathetically with vendors and residents.
• Provide high-quality service in a fast-paced environment.

Skills

Communication

Problem Solving

Customer Service

Adaptability

Tools

Slack

Google

Job description

Product Support Specialist I - Smart Maintenance

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Product Support Specialist I - Smart Maintenance

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Description

AppFolio is more than a company. We’re a community of dreamers, big thinkers, problem solvers, active listeners, and multipliers. At every opportunity, we set the pace while delivering innovation built to carry real estate into the future. One in which every experience feels effortless, yet meaningful. Where customers are empowered to take on any opportunity. We show up as one team, connected by our values to be a force for good. Because together, we have the power to create extraordinary outcomes for our customers, our communities, and ourselves.

The Product Support Specialist I – Smart Maintenance plays a key role in supporting AppFolio’s industry-leading Smart Maintenance product. In this role, you’ll handle escalated work orders requiring investigation and coordination. You’ll clarify complex requests by reaching out to residents or vendors to ensure timely, accurate service. Your work will streamline communication and resolve issues impacting property managers, vendors, and residents.

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

Your Responsibilities

• Serve as the final support for maintenance requests, clarifying issues with residents.
• Assess work order details and determine next steps based on service standards.
• Communicate clearly and empathetically with vendors, property managers, and residents.
• Support maintenance-related queues to meet demand shifts.
• Provide high-quality service in a fast-paced environment.
• Contribute feedback for process improvements.
• Work proactively to support the team and enhance customer experience.

Qualifications

• Customer-focused with strong communication skills and calm demeanor under pressure.
• Detail-oriented, organized, and able to handle multiple tasks.
• Adaptable to changing priorities.
• Team player who supports and learns from others.
• Open to feedback and continuous improvement.
• Reliable, committed, and dependable.

Must Have

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

Compensation & Benefits

The hourly wage range is $18 - $22. Actual pay depends on skills, experience, and education. Benefits are available for full-time employees. See details.

About AppFolio

Leading technology company transforming real estate management through innovative platforms. Visit appfolio.com for more info.