Product Support Specialist I - Smart Maintenance

Product Support Specialist I - Smart Maintenance

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

Overview

The Product Support Specialist I Smart Maintenance supports AppFolios Smart Maintenance product. In this role, youll handle escalated maintenance work orders that require a deeper level of investigation and coordination. Youll clarify complex or unclear requestsoften by reaching out directly to residents for additional details or connecting with vendors to ensure timely and accurate service. Your work will help streamline communication and resolve issues that impact the experience for property managers, vendors, and residents.

This is a customer-facing position focused on live voice and digital queues and requires a balance of communication skills, service mindset, and problem-solving ability. The Smart Maintenance team operates 24 / 7 / 365 to provide seamless support at any time of day.

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

Must Have

Why join us?

This isnt just another customer support roleits a chance to grow your career in a company thats reimagining the future of property management. Youll work with innovative tools and teammates who are driven to make a difference.

Compensation & Benefits

The hourly wage we reasonably expect to pay for this role is $19.30 - $23.65 per hour. The actual hourly wage will be determined by factors including skills, education, and experience. Base pay is one aspect of a Total Rewards package; this range does not include additional benefits or bonuses / commissions you may be eligible for.

Regular full-time employees are eligible for benefits.

About AppFolio

AppFolio is the technology leader powering the future of the real estate industry. Our platform enables customers to connect communities, increase operational efficiency, and grow their business. For more information, visit .

Why AppFolio

Grow | We enable a culture of high performance with opportunities for growth and total rewards.

Learn | We invest in your development through coaching and mentorship and provide tools to grow your skills.

Impact | We aim to make living, investing, managing, and supporting communities feel effortless and meaningful.

Connect | We support hybrid work and collaboration across locations.

Equal Opportunity

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

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