Smart Maintenance Support Specialist I (Remote)

AppFolio, Inc; Santa Barbara (CA); On-site; USD 26,174 - 28,929; Full time

Job summary

AppFolio is seeking a Product Support Specialist I – Smart Maintenance to join our 24/7/365 contact center. You will handle escalated maintenance work orders, clarify complex requests with residents, and coordinate with vendors to ensure timely, accurate service and a great experience for property managers, residents and owners.

This remote, full-time role requires strong written and verbal communication, a service mindset, and the ability to stay calm under pressure.

Qualifications

• 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 Workspace) in a queue-based environment.

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.

Skills

Customer service

Communication

Remote work

Problem solving

Tools

Slack

Google Workspace

Job description

AppFolio is seeking a Product Support Specialist I – Smart Maintenance to join our 24/7/365 contact center. You will handle escalated maintenance work orders, clarify complex requests with residents, and coordinate with vendors to ensure timely, accurate service and a great experience for property managers, residents and owners.

This remote, full-time role requires strong written and verbal communication, a service mindset, and the ability to stay calm under pressure.