Product Support Specialist I - Smart Maintenance

Overview

Hi, Were AppFolio. AppFolio is a community of dreamers, big thinkers, problem solvers, active listeners, and multipliers. We set the pace while delivering innovation built to carry real estate into the future. We strive for experiences that feel effortless, meaningful, and powered by a team united by our values to create extraordinary outcomes for customers, communities, and ourselves.

The Product Support Specialist I Smart Maintenance plays a key role in supporting AppFolios Smart Maintenance product. Youll handle escalated maintenance work orders that require deeper investigation and coordination, clarify complex or unclear requests (often by reaching out to residents for details or connecting with vendors for timely service), and help streamline communication to resolve issues affecting property managers, vendors, and residents.

This is a customer-facing position focused on live voice and digital queues in a 24 / 7 / 365 operation, requiring a balance of communication, service mindset, and problem-solving ability.

Your Impact

• 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

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 amazing teammates who are driven to make a difference.

Compensation & Benefits

The hourly wage for this role is expected to be $19.30 - $23.65 per hour. The actual hourly wage will depend on factors such as skills, education, and experience. Base pay is one aspect of a Total Rewards package, and other benefits or bonuses may apply based on role and employment type. 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 .

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 in backgrounds and perspectives. We welcome applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, ancestry, disability, or veteran status.

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